Customer Success Renewal Specialist

 

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The role of the Customer Success Renewal Specialist is to support SAS's customer retention and renewal strategy by ensuring timely execution of renewal processes and contracts. You will develop initiatives to oversee the implementation of customer relationship strategies, aiming to enhance the effectiveness and efficiency of our loyalty & retention endeavors.

You will take charge of a portfolio of renewal contracts within an assigned territory. You will encompass establishing strategic alliances with internal stakeholders like Sales and Customer Success Managers to secure each renewal. You will minimize financial attrition, securing the most advantageous terms, identifying avenues for growth, and feeding insights back to the business. You will beentrusted with ensuring that their customers are well-positioned for success while optimizing financial outcomes.

 

 

As a Customer Success Renewal Specialist ,  you will:

• Partner with Account Executives/CSMs to fully understand and develop a clear renewal strategy for each customer based on data-driven decisions.
• Provides rapid, focused response to customer and CSM requests including via sales processing procedures (COMMIT).
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to, on-time closure and execute all renewal back-end work in a timely manner for the assigned customer base.
• Inputs data into software applications such as Orion related to Renewal Risks etc., verifies accuracy and produces requested reports. Confirms delivery of quotes to partners/end customer and facilitate the order Processing and approval of Purchase orders.
• Securing and validating renewal orders, driving maximum renewal & up-selling from the install base.
• 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 in order 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. Acts as a Renewals brand ambassador.
• Maintain an understanding of SAS licensing models to provide both sales and customer assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Compiles feedback from end users in the department/SAS stakeholders to identify recurrent system problems or new system needs.
• Participates in cross-functional teams with the goal of ensuring efficiency, consistency, accuracy, quality, and globalization of customer success renewal initiatives across major geographies.
• Proactively identify customer issues that may delay or inhibit renewals, coordinate internally for timely resolution and ensure maximum retention by managing a strong relationship.
• Identifies the need for business practices and procedures to improve internal processes as well as customer experience.

 

Required qualifications.

• Good understanding of SaaS/subscription-based renewals models, applications 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.
• Ability to work in a fast paced, high-volume sales environment.
• Strong process management, financial acumen, and adherence to policy
• Ability to successfully balance a wide variety of daily tasks and adjust priorities in a fast-paced environment over multiple engagements. Must be a self-starter with the ability to work independently or in a team environment.
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
• Strong work ethic and quota achievement.
• Stays abreast of related industry trends and technologies.
• Fluency in German & English.