Renewals Specialist, SpyCloud

• Highly detail-oriented with the ability to handle a large volume of renewal activity
• Strong customer service, listening, and communication skills
• Customer-focused approach to managing renewals and interactions
• Experience working on a team with a team player mentality
• Exceptional work ethic with a proactive approach to time management and organization
• BA/BS/Undergraduate degree or equivalent experience required
• Salesforce experience required
• Excellent communication, organizational, and multi-tasking skills
• CPQ experience preferred

Desirable

• The Renewals Specialist is responsible for managing and processing SpyCloud’s customer renewals. In this position, you will ensure high customer satisfaction during the renewal cycle, maintain a high level of data accuracy, and partner with the Customer Success Management team to provide impeccable customer interaction
• Own the renewals process from start to finish
• Execute all phases of the renewal lifecycle, including notifying customers of renewals, building quotes, and closing renewal opportunities
• Drive revenue by facilitating commitment and follow-through on securing payment from customers
• Work in CPQ, ensuring completeness and accuracy of data and processes
• Work directly with the Customer Success Management team to review historical customer needs and the current landscape
• Create renewal quotes and purchase orders that follow company guidelines and expectations
• Maintain a razor-sharp focus on renewal dates with proactive metrics to ensure the timeliness and completion of all renewals
• Communicate and follow up directly with customers as needed
• Identify when opportunities need to be escalated and work to find optimal solutions
• Report renewal metrics effectively to Customer Success Management and the VP, Customer Success
• Achieve established retention goals
• Expected Indicators:
• Percentage of renewals processed without errors
• Timeliness of renewal completions
• Revenue generated from renewals
• Achievement of upsell and cross-sell targets during renewal processes
• Customer satisfaction scores related to the renewal process
• Feedback from customers on the renewal experience
• Expected Outcomes:
• Time taken to complete renewal processes
• Reduction in potential blockers and dependencies
• Higher customer retention rates due to effective renewal management
• Reduced customer churn during the renewal cycle
• Increased revenue from successful renewals and upsells
• Achievement of established retention and revenue goals
• Strengthened relationships with customers through seamless and proactive renewal processes
• Improved customer loyalty and satisfaction
• Streamlined renewal processes leading to greater operational efficiency
• Continuous improvement in renewal management practices based on identified trends and feedback