Your opportunity
The Renewals Specials is responsible for facilitating the end-to-end renewal event while providing upsell support and an excellent client experience. Through relationship building & frequent communication, the Renewals Specialist will execute the renewal playbook to ensure timely renewals, improved visibility into new features/solutions, and help to maintain a high level of customer satisfaction. This role will work closely with their Account Manager counterparts to achieve a frictionless outcome.
What you'll do
Contract Renewals - Manage the timely renewal of all assigned contract renewals. This involves working directly with Account Managers (AMs), Technical support, partners, and clients to ensure timely and accurate execution.
Renewal Process - Manage the renewal process communications for assigned region from prospecting to order execution. This includes regular communications at set intervals leading into the renewal period. Provide accurate leading indicator forecasting related to client health, usage trends, and identifying any churn risk.
Communication - Ensure CRM is kept updated and communicate changes in renewal status. Every conversation is captured, and all opportunities reflect accurately. You will establish and maintain effective, cooperative working relationships with AMs, Technical support, customers and partners. You will have open communication with your counterparts and peers to achieve overall company goals.
Customer Success - Use customer usage data & client health markers to identify risk ahead of time – and run plays to mitigate. Proactively manage each customer’s business needs and environments – actively seek opportunities for upselling and cross selling opportunities. You will work with the sales team to ensure overall sales growth by identifying and developing new opportunities for expansion across the customer’s business. Summarize the 3-5 key areas of responsibility for the role, and deliverables that will measure success. Include key tasks, process improvements, team objectives, and/or long term strategy issues.
This role requires you have
- 3+ years of account management, customer success or equivalent relationship building experience
- 2+ years working in technology/software
- Strong communication and formal presentation skills
- Track record of tenacity and driving results with a sense of urgency
- Track record of closing multi-year consumption or subscription-based SaaS deals
- Proven ability to cultivate relationships based on advising on quality or manufacturing insights, best practices and strategy
- Passionate and empathetic towards the customer experience
- Diligent/detail oriented, very organized
- Bachelor’s degree or equivalent experience
Please note that visa sponsorship is not available for this position.
Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.
If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [email protected].
We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.
Our hiring process
In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers’ means that a criminal background check is required to join New Relic.
We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.
Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.
Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.
Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy
.png)
