Customer Success Specialist

Renewals Specialist

Our client is in need of a Renewals Specialist to join their team. In this role, you will play a critical part in managing customer relationships, ensuring seamless contract renewals, and fostering collaboration with internal teams to enhance client satisfaction. This position offers the opportunity to work in a dynamic environment where your skills in communication, organization, and problem-solving will be highly valued.

Responsibilities:

1. Manage the full renewal lifecycle for contracts, engaging proactively with customers 90-120 days before expiration.
2. Prepare detailed and accurate renewal quotes and proposals that align with customer expectations and company guidelines.
3. Partner with sales and customer success teams to develop and execute strategic approaches to contract renewals.
4. Conduct proactive outreach to customers alongside account managers to discuss renewal plans and address potential risks.
5. Handle administrative tasks throughout the renewal process, from quoting to deal closure, ensuring compliance with company policies.
6. Identify opportunities for upselling and cross-selling, passing leads to the sales team for further development.
7. Maintain high success rates in closing renewals on time and achieving targeted close-won ratios.
8. Enhance forecasting accuracy for renewals and provide detailed reports to management.
9. Analyze churn reasons effectively to improve reporting and share actionable customer insights with stakeholders.
10. Keep CRM systems and tools updated with precise renewal data to support operational efficiency.

Requirements:

• Proven experience in customer service or success roles, ideally within call center environments.
• Proficiency in managing communication across multiple browsers and email platforms.
• Strong skills in handling customer connectivity issues and ensuring quick resolution.
• Familiarity with CRM systems and ability to maintain accurate data.
• Ability to identify customer needs and align them with product or service solutions.
• Excellent organizational and time-management skills to meet deadlines and manage multiple priorities.
• Strong interpersonal and collaboration skills to work effectively with internal teams.
• Analytical mindset for interpreting customer feedback and identifying opportunities for improvement.