As a Renewal Specialist, you will assume the pivotal responsibility of meticulously managing the renewals pipeline from inception to completion. Your role entails proficiently handling quoting, customer interactions, and negotiations, ultimately leading to order resolution. We are seeking an individual who can proactively engage with customers, ensuring the seamless renewal of support contracts and subscription services.
Job Details:
- Hybrid Work Setup - Eastwood Libis, Quezon City
- Following PH Holidays
- Possible Shifts (To be finalized during onboarding):
- Monday to Friday | 7 AM to 4 PM PST
- Monday to Friday | 7 AM to 4 PM MST
- Monday to Friday | 7 AM to 4 PM EST
- Flexibility to work in any US time zone is required.
Responsibilities:
- Proactively engage with customers to facilitate the renewal of support contracts and subscription services.
- Develop, refine, and deliver renewal offers and quotes, aligning them with contract details and customer usage patterns, while adhering to company directives and guidelines.
- Ensure timely delivery of renewal offers and quotes to the relevant customer contacts.
- Maintain and report an accurate forecast, overseeing renewal forecasting meetings and collaboration activities for designated account portfolios.
- Negotiate contract terms and pricing in collaboration with internal departments and management guidance.
- Process renewal orders promptly upon customer approval.
- Update and maintain accurate account information in CRM and SFDC, ensuring data hygiene.
- Identify potential expansion opportunities and refer them to the Sales team.
- Adhere to best practices for internal processes, including opportunity management, data quality, accuracy, quotations, and forecasting.
- Maximize customer retention, identify expansion possibilities, and strive for high levels of customer satisfaction.
- Engage with customers to identify growth opportunities and address at-risk situations, escalating issues to the appropriate internal resources.
- Share customer feedback with relevant internal departments, such as Customer Success, Support, and management.
- Demonstrate strong organizational skills and the ability to prioritize multiple tasks efficiently, maintaining a proactive approach.
- Perform other duties as assigned.
Qualifications:
- Proficiency with computers and Google Workspace products, particularly Google Sheets.
- Excellent written communication skills for effective negotiation and customer correspondence.
- Exemplary attention to detail is a requisite for this role.
- Preferably possess sales/quotation experience.
- Familiarity with SFDC is preferred.
- Ability to collaborate cross-functionally with other departments and team members.
- Capable of working both independently and in a team environment.
- High proficiency in English, both written and verbal.
- Experience with verbal communication with external customers is preferred.
- Ability to consistently complete repetitive tasks without compromising accuracy.