As a key customer success support function, the Client Renewals Specialist is critical to Energage’s ability to achieve sustainable retention of key accounts, protect annual recurring revenue (ARR), increase net revenue retention (NRR) and drive operational discipline for renewals management. This critical teammate will be responsible for contracting customer subscription renewals, with the exception of strategic accounts.
Responsibilities:
Support the Customer Success team in achieving Annual Recurring Revenue (ARR) retention and growth through execution of the following:
- Own, drive and lead the renewals contracting process including renewals, upsells and multi-year options related to renewals
- In collaboration with the Customer Success team, preserve and expand customer subscriptions, while maintaining long lasting relationships
- Research customer subscription purchase and renewal history, and gather current requirements and up-sell opportunities
- Review, prepare and present renewal quotes to customers 60 days in advance of expiration
- Conduct renewal calls, negotiate renewal rates, make contract adjustments for product additions or subtractions, as well as employee count changes
- Communicate and effectively partner with Deal Desk, Legal, Finance and Contracts Management to support CSM quoting requests
- Pro-active communication and time-sensitive responses with customers and CSMs regarding renewals
- Serve as a subject matter expert on how to build quotes, price and discount Energage’s product portfolio, including product price bundles
- Develop deep understanding of various products and dependencies
- In collaboration with Legal, Customer Success, and Finance, respond to customer contractual questions, objections and disputes.
- For customer employee count increases requiring mid-term contract price adjustments, communicate, negotiate and execute contract amendments with customer, collaborating with the Customer Success team as needed
What you bring:
- Relevant SaaS and subscription renewal experience; HR related products preferred
- Experience with the ARR/NRR business model
- Excellent computer skills; prior experience using Salesforce.com preferred
- Knowledge of contract terminology and meanings
- 2 years+ of experience working with external customers in Renewals, Sales Operations, Contract Management or Customer Success
- Strong oral and written communication skills; proficient with email, Zoom, Slack
- Strong interpersonal skills; must be able to collaborate, negotiate and problem solve
- Great attention to detail; ability to organize and prioritize
- Excellent time management; ability to complete activities on a daily basis and adjust on the fly in a fast-paced and high-growth environment
- Mathematical reasoning, comfortable with variable pricing models
- Self-motivated, goal oriented and able to work independently
Reliable, adaptable and flexible
About Energage:
Energage is a purpose-driven company that helps organizations turn employee feedback into useful business intelligence and credible employer recognition through Top Workplaces. Built on 17 years of culture research and the results from 23 million employees surveyed across more than 70,000 organizations, Energage delivers the most accurate competitive benchmark available. With access to a unique combination of patented analytic tools and expert guidance, Energage customers lead the competition with an engaged workforce and an opportunity to gain recognition for their people-first approach to culture. For more information or to nominate your organization, visit energage.com or topworkplaces.com.
Energage is committed to fostering a diverse and inclusive environment. We are proud to be an equal opportunity employer. Energage encourages all qualified candidates to apply, including those of any race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
United States
