Renewals Specialist

Found in: Jooble CA O C2 - 1 week ago

Canada Fortra, LLC Full time

Manage customer relationships and facilitate customer requests, particularly as it relates to maintenance renewals, account updates, and licensing changes, with a key focus on customer retention. Renewals Specialists are driven by the following competencies: Customer Service, Data Integrity, Detail Orientation and Quality.

WHAT YOU'LL DO
  • Manage the renewal process, from quoting, internal approvals, through to ensuring the Order is processed correctly.
  • Proactively reach out to customers a minimum of 90 days prior to renewal date. Target renewal proposals for both end users and partners being submitted a minimum of 30 days advance of expiration.
  • Resolve issues related to order processing, and license expirations.
  • Weekly forecast to Senior Customer Operations Manager on bookings and losses.
  • Negotiate special pricing and validate at point of order.
  • Maintain accurate data in CRM such as customer licensing & contact details, correct pricing, and special agreements.
  • Assist customers with requests related to licensing, renewal maintenance, and invoicing. Including guidance on documentation required for renewal e.g. indemnities, terms and conditions of support.
  • Responsible for managing the at-risk process for your customers, by handling any requests to cancel renewal maintenance/subscriptions. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
  • Assist Accounts Receivable Specialists when needed in chasing outstanding invoices to collect overdue payments.
  • Contact customers at various points during their term to provide customer service, identify opportunities for additional products or services, and ensure overall customer satisfaction.
  • Assist with Export license requests when necessary.
  • Perform additional duties and projects as assigned by management.
QUALIFICATIONS
  • Four-year degree preferred; minimum two years’ customer service experience or equivalent education and experience
  • Minimum of one year experience in Microsoft Word and Excel required
  • Must be able to manage and prioritize multiple tasks
  • Detail oriented, self-motivated, resourceful, and reliable
  • Excellent verbal and written communication skills
  • Quick learner
  • Pleasant disposition with a customer service focus
  • Ability to work with minimal supervision
  • Keyboarding of 80% per day
  • Primarily phone and computer work
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