Senior Customer Retention Specialist

4 weeks ago

Reading, Reading, United Kingdom IGEL Technology Full time
Renewal Account Manager

IGEL Technology is seeking a skilled Renewal Account Manager to join our team. As a key member of our sales organization, you will be responsible for negotiating renewal contracts with our existing customers, ensuring their continued satisfaction and value realization from our SaaS product.

Key Responsibilities:
  • Negotiate renewal contracts with customers, developing win-win strategies to maximize contract value and enhance the customer relationship.
  • Achieve individual and team revenue renewal targets as set by management.
  • Identify customer needs and demonstrate account management capabilities to guide renewal closure.
  • Maintain an understanding of IGEL licensing models to provide sales and customer assistance in licensing discussions.
  • Monitor customer health metrics to identify risks and develop risk mitigation strategies.
  • Work with the wider team to provide regular and accurate updates on renewal status to management and escalate when needed.
  • Engage customers in conversations around renewal readiness, timing, and general customer needs.
  • Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
  • Present renewal proposals and options to customers and notify them of upcoming contract expiration.
  • Collaborate with Legal, Deals Desk, and Sales Operations to resolve complex issues regarding approval and finalization of offers.
  • Partner with the wider Sales team and Customer Experience organization to review customer value achievement and drive customer product adoption.
Requirements:
  • 5+ years of demonstrated success in Renewal Account Management.
  • Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
  • Advanced proficiency with contract renewal processes.
  • Experience building relationships with peers and partners.
  • Excellent customer management skills, including sales, account management, and customer service.
  • Strong work ethic and quota achievement.
  • Deep expertise with a SaaS model focused subscription selling on enterprise software.

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