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Manage the customer renewal lifecycle, including contract processing, quoting, proposal follow-up, payment coordination, negotiation, and renewal forecasting. Collaborate with Customer Success Managers, Accounts Receivable, and leadership to prevent service disruptions, address objections, maximize retention and revenue, and secure multi-year contracts.
Description
SysAid Technologies Ltd, an international leader in providing comprehensive IT management solutions, is seeking a Renewals Specialist for our existing customer base to join our Customer Success Team. Your primary responsibility will be to drive the renewal lifecycle and work closely with the Customer Success Managers to quote and negotiate SysAid offerings with our customers.
We’re looking for someone who has strong time management, organizational, and problem-solving skills. We value hard workers and reward success. If you are a creative problem solver/negotiator who can work under pressure with a strong sense of ownership and accountability, then this position is for you!
Responsibilities:
- Manage the renewal cycle and contract processing promptly to ensure no service disruptions
- Prepare quotes based on customer requests and requirements
- Collaborate with the Customer Success Managers on quotations, overcoming objections, and adjusting proposals to ensure best offering is presented to the customer
- Attend customer calls to review renewal offerings
- Follow up with customers on renewal proposals and pending payments
- Work with internal AR team on invoices and additional vendor documentation, as requested by customers
- Maintain and report on an accurate 60-day rolling forecast of renewals
- Utilize retention playbook to negotiate contract terms and maximize revenue
- Meet with Customer Success Sr Director to review and provide status updates on upcoming renewals
- 2+ years of experience in a customer-facing position: Renewal Management
- 2+ years of experience in the IT industry preferred
- Bachelor's or College degree in Business Administration or related
- Experience managing the renewal lifecycle- an advantage
- Exceptional communication skills and a strong business acumen
- A proactive, energetic, and go-getter mentality
- Detailed & process-oriented
- Thrive in a multi-tasking environment
- Experience working with Salesforce is a plus
Key Success Measures:
- Gross retention rate
- Drive multi-year renewal contracts
- Achieve NDR revenue target (with quarterly adjustment)
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