Renewals Specialist

As part of the RedSky team, the Renewal Specialist will work closely with the Channel Account Managers to provide support for renewals within our customer base. They will run the renewal process and are responsible for providing a smooth experience for our customers and ensuring successful, on-time renewals. The Renewal Specialist must be a highly organized and efficient individual. Ultimately, this role will help create efficiencies that will allow the Channel Account Management team more bandwidth to delight their customer base and achieve 95% retention rates.

What you'll do:

• Forecast, prepare, and deliver renewal quotes to customers and sometimes assist with more complicated growth quotes.
• Manage timelines and deliverables to ensure on-time renewals.
• Work cross-functionally with internal teams such as SalesOps, Order Processing, Billing, and Legal to support renewal-related activities and ensure customers' renewal requests are met.
• Assist in the creation and execution of nurture campaigns within Totango.
• Interact directly with customers regarding renewals and account health.
• Review and understand contract terms and conditions, work with Finance and Legal teams to ensure contracts are compliant, and assist in managing contractual documentation.
• Develop and analyze reports showing renewal rates and account usage within Salesforce.com and Totango.
• Manage customer inquiries and escalations related to renewals, as well as internal inquiries from our Support, Accounting, and Account Management teams.
• Utilize Salesforce.com for sales opportunity distribution, tracking, and forecasting while maintaining accurate and detailed notes for all renewal progression.
• Help refine the renewal process to increase efficiencies and ensure timely renewals.
• Work with Channel Account Managers to confirm and maintain accurate and up-to-date customer information and data in Salesforce.
• Assist with various projects provided by management.

What you'll bring:

• Bachelor’s degree in business, Finance, Marketing, or a closely related field or relevant experience.
• 1-3 years of Sales Operations, Sales Support, Account Management, Customer Service, or related experience.
• Experience leading discussions with clients and/or internal resources to identify, clarify, and capture complex requirements and create working solutions.
• Experience with Salesforce.com a plus
• Proven track record of expanding revenues within existing accounts a plus
• Demonstrated ability to support customer retention and expansion initiatives a plus.
• Ability to work independently, use solid judgment, and create “client-ready” deliverables.
• Professional attitude, presence, and communication skills
• Ability to collaborate with multiple stakeholders.
• High attention to detail and proven organization and administration skills.
• Solid understanding of sales process and timing.
• Close renewal sales over the phone.
• Manage multiple projects and work assignments from a variety of staff and directors.
• Accomplish projects with little supervision.
• Proficient in using the latest versions of Microsoft Office products.
• Knowledge of Totango.
• Familiarity with quoting software a plus.
• Excellent verbal and written communication skills in English.