The Renewal Specialist position is focused on ensuring that customers are happy and renewing their annual licenses through their channel partner.
You will have daily contact with customers and resellers by phone and email and will be responsible for driving toward an overall renewal target.
The Renewal Specialist will work closely with the client's sales, products, and broad channel ecosystem to recommend programs and identify changes needed to improve or modify this process.
Reach out to a minimum of 15 customers daily who are in need of renewal
Answer customer sales questions around renewal ordering and contract resolution
Work cross-functionally with the Sales Team to ensure their strategic accounts are renewed and with Partner Managers for existing renewal reports
Ad hoc reporting or special projects as required by the team to identify systems and build processes / workflows to ensure productivity
Manage monthly target of calls against quarter end goals
Identify and upload leads in Salesforce and ensure renewal activities and forecast are up to date
Collect customer feedback on renewal / termination decisions to present back to Channel and Product Teams as needed
Ownership of email inbox and requests to meet strict timeliness and accuracy standards while handling large volumes of incoming work and meeting renewals analysis deadlines
Strong Written and Communication Skills with Attention to Detail
Excellent Organizational and Multi-Tasking Skills
Prioritization in a Dynamic Fast Paced Environment with Ability to Escalate when needed
Experience working with clients of various sizes and complexity nationally and globally
Certification or Associate's Degree, College Degree preferred
1-2 years of experience of inside sales
1-2 years of contract experience, including a strong customer service background
Knowledge of Salesforce CRM, as well as Google tools like Docs, Sheets, and Mail