Who are we?
UpGuard’s mission is to protect the world’s data. We obsessively seek out elegant, robust ways to enable our customers to find, acknowledge, and remediate cyber risk. With UpGuard, organizations leverage our security expertise and software to automate what was once laborious, spreadsheet-driven processes–whether it's monitoring the attack surface of hundreds of vendors or assessing the security of their own infrastructure. UpGuard is used by some of the world’s largest, fastest-growing, and most innovative companies.
We have a rapidly growing customer base at UpGuard, but one thing has remained the same, our customers always come first! Our Success team is determined to help solve the needs and challenges that our customers face on a daily basis. We consistently think outside the box to find new ways to help our customers thrive throughout their journeys with UpGuard. We’re on the lookout for individuals who have a passion for helping others, fixing problems, and building long-lasting relationships with new customers. You will also have a commercial mindset to identify opportunities to expand our customer accounts and elevate adoption of our products to new heights.
Where does this role fit in?
Due to continued growth, the Customer Success team is expanding and we’re looking for another Renewals Specialist to join our high-performing team to drive customer retention and upsells. As a Renewals Specialist, you'll report to the Renewals Manager and manage and execute all contract renewals within your portfolio through strong relationship-building and customer service skills to ensure high renewal rates and minimise churn.
What will you do?
- Drive Renewals: Take ownership of the renewal process for a portfolio of key accounts, ensuring timely and successful contract renewals.
- Revenue Retention: Implement strategies to safeguard existing revenue, proactively identifying risks and addressing them before they impact the business.
- Revenue Expansion: Collaborate with sales teams to identify upsell and cross-sell opportunities within your accounts, contributing to overall revenue growth.
- Contract Negotiation: Lead negotiations for renewals and expansions, working closely with legal and finance teams to structure favourable agreements.
- Market Insights: Stay informed about industry trends, competitive landscape, and client needs to offer informed recommendations that drive client value and satisfaction.
- Collaboration: Partner with sales, customer success, and marketing teams to align on account strategies and ensure a cohesive approach to client growth.
- Collaboration: Collaborate closely with Customer Success Managers to understand account health, preemptively identify 'at-risk' renewals, and collaborate with the respective internal teams to ensure measures are taken to prevent churn.
- Reporting Metrics: Track and report on renewal rates, upsell success, and overall account health, using data to inform decision-making and strategy adjustments.
- Forecasting: Maintain accurate and up-to-date records within the company’s CRM and provide regular renewal forecasts and updates to management.
- Collect Feedback: Gather feedback from customers to understand reasons for non-renewal and share insights with internal teams for renewal process improvement.
- Onboarding: Onboard new customers to ensure they are set up for success
What do we need from you?
- At least 2 years of technology-related renewals experience at a B2B SaaS company.
- You’re a consistent top performer and have a history of exceeding your targets.
- You’re an excellent negotiator with exceptional communication skills, both written and spoken.
- Demonstrated success with complex commercial and legal negotiations, working with procurement, legal, and business teams.
- Experience working with and managing partners.
- Customer-centric mindset with a passion for delivering value to clients.
- Strong organizational and time management abilities.
- Detail-oriented with the ability to manage multiple tasks simultaneously.
What would give you an edge?
- Proven track record selling to companies in multiple industries and segments including C-level executives, is right in your comfort zone.
- Industry-Specific Knowledge: Deep understanding of the cyber security industry, particularly in the context of SaaS solutions.
- Advanced Negotiation Skills: Expertise in structuring and negotiating complex contracts, particularly in a SaaS environment.
- Proven Success in SaaS Renewals: Demonstrated success in driving high renewal rates and identifying revenue expansion opportunities within existing accounts.
- Ability to work well in a team-oriented environment.
- Experience using a CRM such as Salesforce or HubSpot.
- Knowledge and understanding of the cybersecurity industry.
What's in it for you?
- Monthly Lifestyle subsidy: use this for financial, physical and mental wellbeing (all regions)
- WFH set-up allowance: to ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard (all regions)
- $1500 USD annual Learning Development allowance: to support your career development all team members will be able to expense development opportunities against this allowance (all regions)
- Generous Annual Leave/PTO allowances: time to recharge your batteries (all regions)
- 18 weeks paid Parental Leave: irrespective of parenting role (all regions)
- Personal Leave allowance: this includes sick carer’s leave (all regions)
- Fully remote working environment: whilst we have physical offices in Sydney Hobart, we do not mandate compulsory attendance (all regions)
- Top-spec hardware: all team members will be provided with top-spec laptops for their role (all regions)
- Personal device security online privacy protection subsidy: UpGuard provides team members with a paid subscription to personal device security online privacy protection platform (all regions)
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work (all regions)
UpGuard is a Certified Great Place to Work® in the US, Australia, UK and India, establishing its position as a leading global technology employer. 99% of team members agree that UpGuard is a great place to work, apply now to find out why!
As an Equal Employment Opportunity and Affirmative Action Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
For applications to positions in the United States, please note, at this time we can only support hiring in the following US states: CA, MD, MA, IL, OR, WA, CO, TX, FL, PA, LA, MO, DC or NV.
Before starting work with us, you will need to undertake a national police history check and reference checks. Also please note that at this time, we cannot support candidates requiring visa sponsorship or relocation.
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