СШАRenewal Representative
4 нед. назад
68k–113k USD / годСША
Responsible for managing renewal processes to ensure customer retention and success at a SaaS company.
Требования
- Bachelor’s degree or equivalent combination of education and relevant professional experience.
- 1–2 years of related experience in renewals, sales, account management, customer success, sales operations, deal desk, or another customer-facing or commercial role, preferably within a SaaS or technology environment.
- Strong customer service and relationship-building skills, with the ability to communicate professionally and establish credibility with customers and internal stakeholders.
- Strong written and verbal communication skills, with the ability to communicate clearly, concisely, and professionally.
- Strong organizational and time-management skills, with the ability to manage multiple customer renewals, deadlines, and priorities simultaneously.
- Analytical and problem-solving skills, with strong attention to detail and the ability to identify discrepancies, risks, and potential issues and escalate them as appropriate
- Proficiency in Microsoft Excel, including experience creating and modifying formulas, working with large data sets, performing calculations, and analyzing customer, pricing, or financial data.
- Basic understanding of SaaS business models and deal structures, including ARR, annual and multi-year subscriptions, pricing, discounts, price increases, contract terms, and expansion or contraction.
- Basic knowledge of or exposure to SaaS contracts and order forms, with the ability to identify and understand key commercial terms such as contract term, renewal date, notice requirements, pricing, quantities, payment terms, and renewal provisions.
- Ability to understand the financial and commercial components of a renewal and apply established methods to calculate or validate pricing, increases, discounts, and contract values. Ability to recognize non-standard or potentially problematic commercial or contractual terms and escalate them to the appropriate Legal, Finance, or Sales Operations partner.
- Basic understanding of SaaS renewal and retention concepts and metrics, including ARR, NRR, churn, contraction, and retention.
- Ability to work cross-functionally with Sales, Customer Success, Finance, Legal, Sales Operations, and other internal teams to move renewals through the appropriate processes.
- Comfortable learning and working across multiple business systems and tools, including CRM, quoting, forecasting, and contract management platforms.
- Self-motivated, curious, and eager to develop commercial, negotiation, and SaaS contracting expertise.
Будет плюсом
- Previous experience supporting or managing customer renewals, contracts, quotes, orders, or other commercial transactions.
- Experience working in a B2B SaaS or technology environment.
- Experience with Salesforce CRM or a comparable CRM platform.
- Experience with CPQ, or other quoting, forecasting, or contract management tools.
- Exposure to customer negotiations involving pricing, renewals, contract terms, or commercial discussions.
- Familiarity with SaaS pricing and packaging models and common subscription contract structures.
- Experience working with Sales, Customer Success, Finance, Legal, Deal Desk, or Sales Operations teams.
Условия
- At , we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
- Overall Market Range
- $68,000 — $113,000 USD
Другое
- At ®, an SAP Company, we believe data should fuel your success in the enterprise AI era. Our Context Intelligence Platform turns fragmented data into a trusted, connected context so AI agents and systems can act with expert-level judgement at enterprise scale. ’s cloud-native SaaS platform harmonizes, unifies, and governs data across sources and formats—including unstructured data—in real time, turning them into data assets that can be mobilized in milliseconds to any application, user, or AI agent. Trusted by more than 200 of the world’s largest brands across industries such as life sciences, financial services, healthcare, and technology, we fuel frictionless operations and help enterprises accelerate innovation and reduce risk.
- At , our values guide everything we do. With an unyielding commitment to prioritizing our “Customer First”, we strive to ensure their success. We embrace our differences and are “Better Together” as One . We are always looking to “Simplify and Share” our knowledge when we collaborate to remove obstacles for each other. We hold ourselves accountable for our actions and outcomes and strive for excellence. We “Own It”. Every day, we innovate and evolve, so that today is “Always Better Than Yesterday”. If you share and embody these values, we invite you to join our team at and contribute to our mission of excellence.
- has earned numerous awards and industry and analyst recognition for our technology, our culture and our people. was founded on a distributed workforce and offers flexible work arrangements to help our people manage their personal and professional lives. If you’re ready to work on unrivaled technology where your desire to be part of a collaborative team is met with a laser-focused mission to enable digital transformation with connected data, let’s talk!
- As a Renewal Representative at , you'll manage a pipeline of standard renewal opportunities for an assigned set of accounts — proactively reaching out to clients, supporting renewal negotiations within established pricing and commercial guidelines, and ensuring orders and renewals close on time. But this role goes beyond renewals: you'll identify potential cross-sell, upsell, and add-on opportunities during customer interactions and partner with Account Executives and Customer Success Managers on appropriate follow-up, helping customers get more value from 's products over time. You'll work closely with Customer Success Managers, Account Executives, and Sales Operations to coordinate deal structure, pricing, and customer communication, and you'll serve as a knowledgeable first point of contact for customer questions — routing anything technical to the right team. Success in this role means supporting timely renewals, identifying potential growth opportunities, and keeping customers satisfied and informed along the way.
- This position provides sales administrative support and proposal/quote preparation related to contract renewals and expansions, and is a strong fit for someone early in their sales career who wants to build account management and negotiation skills in a fast-growing SaaS company.
- Manage the end-to-end renewal process for an assigned portfolio of standard customer renewals, following established renewal processes, commercial guidelines, and escalation procedures..
- Drive timely renewals while delivering a positive customer experience and supporting ’s retention and recurring revenue goals.
- Manage standard renewal transactions independently while partnering with senior team members and cross-functional stakeholders on complex or non-standard renewals.
- Prioritize renewal activities based on renewal date, ARR, customer health, risk, and required actions.
- Maintain clear next steps and action plans for all assigned renewal opportunities.
- Begin internal renewal preparation at least 120 days prior to renewal, partnering with the Account Executive and Customer Success Manager to review customer health, product usage, contract details, pricing, and potential risks.
- Review existing contracts, order forms, amendments, pricing, and customer entitlements to understand the current deal structure and identify relevant renewal terms.
- Engage customers proactively 90–120 days prior to renewal to confirm renewal timing, understand customer requirements, communicate next steps, and begin the renewal process.
- Prepare renewal proposals and quotes based on approved pricing, contractual terms, and commercial guidelines.
- Follow up consistently with customers and internal stakeholders to maintain momentum and ensure renewals progress toward completion.
- Understand and validate the commercial structure of assigned renewals, including ARR, contract value, quantities, pricing, discounts, annual increases, contract duration, and renewal terms.
- Use Excel and other business tools to calculate and validate renewal pricing, contractual increases, discounts, ARR changes, and other deal economics.
- Review renewal calculations and supporting data for accuracy before proposals and quotes are provided to customers.
- Develop a working understanding of ’s pricing, packaging, approval requirements, and standard commercial structures.
- Negotiate standard renewal terms within established guidelines and seek support for complex negotiations, significant pricing exceptions, or non-standard deal structures.
- Identify opportunities for multi-year renewals and other mutually beneficial commercial structures within established guidelines.
- Partner with Sales Operations, Finance, and Legal to obtain required approvals and resolve pricing, quoting, or contractual questions.
- Ensure renewal documentation, approvals, quotes, and signatures are completed accurately and on time.
- Develop a strong working knowledge of SaaS subscription agreements, order forms, amendments, and renewal structures.
- Review customer contracts to identify key commercial terms, including renewal dates, subscription terms, notice periods, pricing, annual increases, quantities, payment terms, and renewal provisions.
- Understand how contractual terms affect the renewal strategy, timing, pricing, and customer communication.
- Recognize non-standard, conflicting, or potentially problematic contractual terms and escalate them to Legal, Finance, Sales Operations, or senior Renewals team members as appropriate.
- Maintain accurate records of contractual obligations and ensure renewal proposals align with the customer’s existing agreements and approved commercial terms.
- Maintain accurate and current renewal opportunities in Salesforce, including renewal amount, expected close date, forecast status, risk, next steps, and customer activity.
- Develop strong forecasting discipline by applying established forecasting criteria to regularly assess and update the timing, status, risks, and expected outcome of assigned renewals.
- Provide regular pipeline updates and clearly communicate changes, risks, blockers, and actions required.
- Monitor upcoming renewal dates and ensure customer and internal activities are completed within established renewal timelines.
- Develop an understanding of key SaaS metrics, including ARR, NRR, churn, contraction, and retention, and how individual renewal outcomes impact those metrics.
- Monitor assigned accounts for potential renewal risks and raise concerns early with the Account Executive, Customer Success Manager, and Renewals leadership.
- Identify common renewal blockers such as low adoption, pricing concerns, budget constraints, contractual issues, organizational changes, or competitive pressure.
- Partner with Customer Success and Sales to execute agreed-upon actions designed to address renewal risk and improve retention.
- Escalate high-risk or complex renewal situations early with clear documentation of the issue, ARR exposure, customer position, and required next steps.
- Document churn and contraction reasons accurately to support broader retention analysis and process improvement.
- Identify potential upsell and cross-sell opportunities that arise during renewal conversations and communicate them to the appropriate Account Executive and Customer Success Manager.
- Partner with Customer Success to understand customer adoption, business objectives, and potential expansion readiness ahead of the renewal.
- Support multi-year renewal opportunities and other strategies that strengthen customer commitment and long-term value.
- Maintain complete and accurate renewal, customer, activity, contract, and forecast information across Salesforce and other required systems.
- Follow established renewal, quoting, approval, and contracting processes, including the appropriate use of CPQ.
- Maintain strong attention to detail across pricing calculations, quotes, contracts, customer communications, and system data.
- Manage multiple renewal opportunities and deadlines simultaneously while maintaining appropriate follow-up and attention to detail.
- Collaborate effectively with Account Executives, Customer Success Managers, Finance, Legal, Sales Operations, Product, and other internal stakeholders.
- Develop increasing proficiency in renewal negotiation, SaaS contracts, deal structuring, forecasting, and commercial analysis through hands-on experience, coaching, and training.
- Contribute feedback and ideas to improve renewal playbooks, templates, tools, and processes.