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

With limited supervision and using independent judgment:

• 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.

QUALIFICATIONS

• 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
• Quick learner
• Pleasant disposition with a customer service focus
• Ability to work with minimal supervision