Contract Renewal Specialist
About The Position
Join Nexthink’s Global Sales Operations team to manage the renewal process for contracts and subscriptions with partners and customers in North America. The primary focus is retaining and increasing subscription revenue from existing customer accounts. The role is based from Nexthink’s Boston office and requires working from the office at least three days per week. The specialist collaborates with customers on renewal terms, negotiates contracts, coordinates quotes and order processing, and maintains communication throughout the renewal process. The role also supports customer retention and account growth through product adoption, upselling, and cross-selling. It uses customer usage, satisfaction, and renewal data to identify risks and opportunities, inform forecasting, and report on renewal performance. The position works closely with sales, marketing, customer support, Solutions Consultants, Customer Success Managers, and Professional Services to address customer needs and support a smooth transition to newer offerings. It maintains accurate contract and interaction records, including terms and conditions, and ensures documentation complies with company policies and industry regulations.
Requirements
- At least 5 years of experience in a similar position.
- Strong business acumen.
- Superior negotiation skills.
- Customer service mindset.
- Highly organized with attention to detail.
- Effective teamwork, independence, and a proactive, energetic approach.
- Resourcefulness and ability to succeed in a fast-paced environment.
Nice To Haves
- Experience in a SaaS company.
- Experience at a high-growth scale-up.
- Salesforce experience.
Responsibilities
- Collaborate with clients to understand their needs, negotiate contract renewal terms, and maximize renewal rates.
- Drive activities to complete renewal paperwork accurately and on time, including quotes and order processing.
- Establish processes to track, manage, and maximize renewal contracts.
- Communicate with customers and partners throughout renewals, follow up, address questions and concerns, and explain the benefits of renewal.
- Retain existing customers by building and maintaining strong relationships.
- Identify opportunities to upsell or cross-sell additional products and services.
- Analyze customer usage patterns, satisfaction, and other relevant data to identify renewal risks and opportunities and develop retention strategies.
- Negotiate terms, pricing, and contract details to reach outcomes beneficial to both the company and the customer.
- Maintain accurate, current records of client interactions, contract details, terms and conditions, and renewal processes.
- Ensure documentation complies with company policies and industry regulations.
- Collaborate with sales, marketing, and customer support teams to gather information, address concerns, and streamline renewals.
- Forecast and report on renewal metrics, including renewal rates and customer satisfaction scores, and present findings to management.
- Encourage existing customers to adopt Nexthink’s latest and most valuable products by explaining business value, timing, and available support.
- Position packaged solutions as a way for customers to get more value from their subscriptions and identify account expansion opportunities.
- Partner with Solutions Consultants, Customer Success Managers, and Professional Services to align account priorities and support smooth transitions.
- Track customer progress and expansion opportunities in renewal forecasts and reports.
Benefits
- Health, dental, and vision benefits covered 100% by the company for US employees.
- Access to life insurance, long-term disability, and accidental death/personal loss coverage.
- Flexible hours.
- Unlimited paid time off.
- 15 days of holidays, including 11 company-paid holidays.
- Three extra days for volunteering.
- Hybrid work model.
- Free access to professional training platforms.
- Up to 16 weeks of paid leave for birthing parents or primary caregivers and 6 weeks for secondary caregivers.
- 401(k) plan with up to 4% company matching contributions and immediate vesting.
- Bonuses for referring successful hires after three months of continuous employment.
- Base salary and may include a commission or performance bonus plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
