Job Title

Job Description: A key role in our customer operations team, responsible for driving customer retention through a customer-focused strategy, process expertise, and cross-departmental collaboration. We're looking for a self-motivated individual with strong negotiation and communication skills, who is passionate about learning and has an eye for detail. The successful candidate will be responsible for managing the renewal process, from quoting to order processing, ensuring all renewal and sales activities are within approval guidelines. They will proactively provide customers with a renewal proposal at least 90 days prior to renewal date, communicate changes in ARR against planned renewal bookings and losses, and negotiate special pricing and validate at point of order. Maintaining accurate customer data in CRM systems and providing service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries are also essential aspects of this role. The ideal candidate will manage attrition for assigned customers, handle requests to cancel renewal contracts, and identify opportunities to save the renewal, drive retention, and resolve customer issues. Additionally, they will contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction. This role requires a proactive approach, excellent communication skills, and the ability to work effectively in a fast-paced environment.