Renewal Account Manager - Federal

ServiceNow • Waltham, MA

106d • $82,320 - $135,870

About The Position

In this role, you will negotiate all facets of renewal contracts, developing win/win negotiation strategies that maximize contract value while enhancing customer relationships. You will identify customer needs and demonstrate account management capabilities to guide renewal closures. Maintaining an understanding of ServiceNow licensing models is crucial to assist both sales and customers in licensing discussions. You will monitor customer health metrics to identify risks and develop risk mitigation strategies, guiding appropriate actions with partner teams. Regular updates on renewal status will be provided to management, and you will engage customers in conversations around renewal readiness and general needs. Additionally, you will connect with customers on multi-year contracts to ensure continued engagement and value realization, present renewal proposals, and work with Legal, Deals Desk, and Sales Operations to resolve complex issues. Partnering with the Customer Success organization will be essential to review customer value achievement and promote product adoption.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience leading customer retention and adoption of a SaaS product for complex accounts.
• Advanced proficiency with contract renewal processes.
• Experience building relationships with peers and partners.
• Excellent customer management skills including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.
• Federal experience preferred.

Responsibilities

• Negotiate all facets of renewal contracts.
• Develop win/win negotiation strategies that maximize contract value while enhancing customer relationships.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of ServiceNow licensing models to assist in licensing discussions.
• Monitor customer health metrics to identify risks and develop risk mitigation strategies.
• Provide regular and accurate updates on renewal status to management.
• Engage customers in conversations around renewal readiness and general needs.
• Connect with customers on multi-year contracts to ensure continued engagement.
• Present renewal proposals and notify customers of upcoming contract expiration.
• Work with Legal, Deals Desk, and Sales Operations to resolve complex issues.
• Partner with Customer Success to review customer value achievement.

Benefits

• Health plans including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.

What This Job Offers

• Number of Employees: 5,001-10,000 employees