RELAXED WORK ENVIRONMENT, DEDICATED TEAM, & GROWING COMPANY
Manage customer relationships and facilitate customer requests, particularly as it relates to maintenance renewals, account updates, and licensing changes, with a key focus on customer retention. Renewals Specialists are driven by the following competencies: Customer Service, Data Integrity, Detail Orientation and Quality.
WHAT YOU'LL DO
Manage the renewal process, from quoting, internal approvals, through to ensuring the Order is processed correctly.
Proactively reach out to customers a minimum of 90 days prior to renewal date. Target renewal proposals for both end users and partners being submitted a minimum of 30 days advance of expiration.
Resolve issues related to order processing, and license expirations.
Weekly forecast to Senior Customer Operations Manager on bookings and losses.
Negotiate special pricing and validate at point of order.
Maintain accurate data in CRM such as customer licensing & contact details, correct pricing, and special agreements.
Assist customers with requests related to licensing, renewal maintenance, and invoicing. Including guidance on documentation required for renewal e.g. indemnities, terms and conditions of support.
Responsible for managing the at-risk process for your customers, by handling any requests to cancel renewal maintenance/subscriptions. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
Assist Accounts Receivable Specialists when needed in chasing outstanding invoices to collect overdue payments.
Contact customers at various points during their term to provide customer service, identify opportunities for additional products or services, and ensure overall customer satisfaction.
Assist with Export license requests when necessary.
Perform additional duties and projects as assigned by management
Four-year degree preferred; minimum one year customer service experience or equivalent education and experience
Minimum of one year experience in Microsoft Word and Excel required
Must be able to manage and prioritize multiple tasks
Detail oriented, self-motivated, resourceful, and reliable
Excellent verbal and written communication skills
Pleasant disposition with a customer service focus