Reactive Renewal Activities for Unnamed Tier 3 customers (70%)
Provide triage and first instance action on renewal cancelations, customer interaction, reaching out to customers, obtaining relevant information and processing administration.
Collaborate with BY Legal department to resolve customers contract renewal questions.
Negotiate renewals and create contracts as needed to assist BY management, Sales and Consulting Services in their interactions with prospective and returning customers related to support opportunities.
Collaborate with Global Customer Services management to respond to service / product questions from customers.
Interact with other customer-facing groups to address renewal issues, contract negotiations, and general renewal matters for our customers.
Obtain POs and resolve issues associated with Global Customer Services Suspended Revenue
Developing Relationships with assigned Lower Volume Tier3 customers (20%)
Analyze customer / product renewal data and current renewal agreement to determine retention and uplift strategy
Improve retention and reduce attrition of assigned customers by promoting the value of retaining Global Customer Services.
In concept with Renewal team agree, plan and contact customers to discuss pending renewal decision, obtain feedback on customer satisfaction and identify opportunity for renewal of agreement.
Participates in internal customer account renewal process, ratifying account details and identifying customers that need focus.
Promote the value of retaining Global Customer Services by utilizing knowledge of BY s products & services, customer’s business requirements, and analysis of prior year activity.
Process & Tracking Renewals and other Support Activities (10%)
Provide management reporting on renewal efforts and reasons for customer renewal / attrition.
Identify trends / opportunities to improve renewals for unnamed / tier 3 customers and smaller annual volume assigned customers.
Provide assistance in event planning and various administrative tasks, as necessary.
1+ years of Sales / Renewals / Account Management experience primarily within a SaaS organization
Proven track record of success in account managing renewals
Expertise in negotiating contracts
Experience working across functions to deliver customer / client facing quotes / proposals / contracts
Experience scaling companies in a high-growth environment
Ability to organize and prioritize activities and escalations
Proven experience with forecasting and achieving or exceeding quota targets
Strong communication and presentation skills, both verbal and written
Strong interpersonal skills and experience building relationships both internally and externally
Strong financial / analytical background with a sales mindset
Salesforce / Apptus or other CRM experience preferred