Renewals Specialist

Omnissa • Atlanta, GA

390d

About The Position

The Renewal Specialist at Omnissa plays a crucial role in ensuring customer satisfaction and retention by managing the renewal process for a portfolio of customers. This position focuses on maintaining high customer retention rates, minimizing churn, and identifying upsell and cross-sell opportunities while collaborating closely with sales teams.

Requirements

• 2-4 years of experience in a customer-facing role, preferably in SaaS or subscription-based businesses.
• Proven track record of meeting or exceeding retention or sales targets.
• Strong negotiation, communication, and interpersonal skills.
• Customer-centric mindset with a passion for building long-term relationships.
• Excellent organizational skills with the ability to manage multiple accounts and deadlines.
• Proficiency in CRM software (e.g., Salesforce) and familiarity with customer success tools (e.g., Gainsight).

Responsibilities

• Manage the end-to-end renewal process for assigned customer accounts.
• Proactively engage with customers 180-120 days in advance to discuss contract terms, address concerns, and secure renewals.
• Ensure timely and accurate renewal communications, including notifications and reminders.
• Build and maintain strong relationships with customers to understand their needs and ensure satisfaction.
• Act as a trusted advisor, helping customers recognize the value and ROI of the company's products and services.
• Collaborate with customer success and account management teams to address customer concerns or risks.
• Identify at-risk accounts and develop strategies to address churn risks in collaboration with internal teams.
• Recognize opportunities for upselling or cross-selling additional products and services during renewal discussions.
• Present renewal options, pricing adjustments, and potential upgrades to customers.
• Maintain accurate records of all renewal activities in the CRM system (e.g., Salesforce).
• Track and report key metrics, such as renewal rates, churn rates, and expansion opportunities.
• Provide feedback on ways to improve the renewal process and customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees