Job Description

Here's What You'll Do :- Manage the renewal process, from quoting, contract facilitation, internal approvals, through to ensuring the Order is processed adhering to Customer Operations SLA's.- Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR.- Proactively provide customers with a renewal proposal at least 90 days prior to renewal date.- Communicate changes in ARR against planned renewal bookings & losses.- Negotiate special pricing and validate at point of order.- Maintain accurate customer data in CRM systems.- Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries. Partnering with cross-functional teams to provide seamless customer support (Sales, Customer Success, Support).- Manage attrition for assigned customers by handling any requests to cancel renewal contracts.- Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.- Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.- Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction.- Reach out to new customers to ensure successful onboarding.- Assist with Export license requests when necessary.- Perform additional duties and projects as assigned by management.BASIC QUALIFICATIONS- Minimum two years customer service experience or equivalent education and experience- Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel- Ability to calculate pricing, including margins, discounts and increases- Must be able to manage and prioritize multiple tasks- Detail oriented, self-motivated, resourceful, and reliable- Proficient verbal and written communication skills, including email etiquette- Professional disposition with a customer service focus- Ability to work with minimal supervision, both independently and within in a team- Creative problem-solver who acts confidently - spearheading solutions to problems that arise- Basic negotiation skills- Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment- Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed bybrand) (ref:updazz.com)