Senior Customer Success Renewal Specialist

Senior Customer Success Renewal Specialist

The Customer Success team is looking for a Sr. Customer Success Renewal Specialist to support SAS's customer retention and renewal strategy, on-time execution of renewals processes and contracts.

You will develop programs to manage implementation of customer relationship strategies to increase both the effectiveness and efficiency of our loyalty and retention efforts. You will be owning and executing a portfolio of renewal contracts in an assigned territory and be responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success Managers to secure every renewal. You will be responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities, and passing insights back to the business.

As a Sr. Customer Success Renewal Specialist, you will:

• Serve as primary contact to develop and execute win/win negotiation strategies for medium to large account contract renewals that optimize contract terms while protecting and enhancing customer trust. Own, drive and manage the renewals process in collaboration with the account team.
• Ensure successful and on-time renewals for the account prior to the contract end date and executing all renewal back-end work in a timely manner for the assigned customer base.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Partner with Account Executives/CSMs/Enterprise Negotiations, Licensing Operations and Sales Operations to fully understand and develop a clear renewal strategy for each customer based on data-driven decisions.
• Provide rapid, focused response to customer and CSM requests including via sales processing procedures.
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
• Secure and validate renewal orders, driving maximum renewal and up-selling from the install base which includes confirming the delivery of quote to partners/end customer and facilitate the order processing and approval of Purchase orders.
• Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales deeds.
• Provide executive management with complete visibility to renewals and solicit executive involvement and escalate as required.
• Accurately maintain/update a rolling 120-day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated to develop resolution strategies.
• Follow and adhere to best practices for all internal processes including Opportunity Management, Data Quality, Quoting and Forecasting.
• Engage in strategic account planning with key stakeholders across the business to ensure accountability across teams; act as a Renewals brand ambassador.

Required Qualifications

• Experience in a similar role including commercial, renewals or customer success department within a technology or software company.
• Good understanding of SaaS/subscription-based renewals models, application and sales techniques.
• Strong negotiation and objection handling skills that allow for value-based contract negotiations at the CXO level, involving multi-year contracts as well.
• Good written, verbal, and interpersonal communications skills.
• Ability to work in a fast-paced, high-volume sales environment.
• Knowledge of SAS products, solutions and services, cloud technologies preferred.
• Strong process management, financial acumen, and adherence to policy.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• You are curious, passionate, authentic and accountable. These are our values and influence everything we do.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Company Industry

• IT - Software Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

Keywords

• Senior Customer Success Renewal Specialist