Renewals Coordinator

Classy, an affiliate of GoFundMe, is a Public Benefit Corporation and giving platform that enables nonprofits to connect supporters with the causes they care about. Classy's platform provides powerful and intuitive fundraising tools to convert and retain donors. Since 2011, Classy has helped nonprofits mobilize and empower the world for good by helping them raise over $7 billion. Classy also hosts the Collaborative conference and the Classy Awards to spotlight the innovative work nonprofits are implementing around the globe. For more information, visit www.classy.org.

Classy is looking for a Renewals Coordinator to join our Customer Experience team! You'll manage the renewal process, strengthen customer relationships through regular interactions, and collaborate with the operations and marketing teams to enhance efficiency and identify upsell opportunities. The position will involve data analysis, contract review and negotiation, and providing insights for process improvements. 

About the role:

• Manage Renewal Processes: Oversee and streamline the renewal process for existing customers, ensuring timely and accurate renewals.
• Customer Relationship Management: Maintain and strengthen customer relationships through regular interactions, understanding their needs, and ensuring customer satisfaction.
• Collaboration with Operations Team: Work closely with the operations team to identify areas of improvement in efficiency and opportunities to automate processes. 
• Collaboration with Marketing Team: Work closely with the marketing team to identify upsell opportunities throughout the customer lifecycle.
• Data Analysis and Reporting: Monitor and report on renewal rates, identify trends, and provide insights for process improvements.
• Contract Review and Negotiation: Assist in reviewing and negotiating contract terms to align with customer needs and company goals.
• Customer Feedback Collection: Gather customer feedback and collaborate with product and support teams to enhance the customer experience.
• Market Trend Analysis: Stay informed about market trends and competitor strategies to inform renewal strategies.

What you bring (Required):

• Experience in Customer Service or Sales: Prior experience in a customer-facing role, preferably in the SaaS industry.
• Strong Communication Skills: Excellent verbal and written communication skills for effective customer interactions.
• Organizational Abilities: Strong organizational and time-management skills to handle multiple accounts and deadlines.
• Problem-Solving Skills: Ability to identify and resolve issues efficiently and effectively.
• Attention to Detail: Keen attention to detail, particularly in contract review and data analysis.
• Team Player: Ability to work collaboratively with various internal teams.
• Technical Proficiency: Comfort with CRM systems and proficiency in Microsoft Office or similar tools.
• Customer-Oriented Approach: A strong focus on customer customer experience and relationship building.

What would be awesome to have (Preferred):

• Experience with SaaS Renewals: Direct experience in managing SaaS renewals.
• Negotiation Skills: Proven negotiation skills with a track record of favorable contract outcomes.
• Educational Background: A bachelor's degree in Business, Marketing, Communications, or a related field.
• Innovative Thinking: Creative problem-solving skills and the ability to innovate in customer retention strategies.
• Tech-Savvy: An understanding of the latest trends in SaaS technologies and customer success tools.

What would be awesome to have (Preferred):

• Market competitive pay
• Rich healthcare benefits including employer paid premiums for medical/dental/vision (up to 100% for employee only plans and 85% for employee + dependent plans) and employer HSA contributions. 
• 401(k) retirement plan with company matching
• Hybrid workplace with fully remote flexibility for many roles
• Monetary support for new hire setup, hybrid work & wellbeing, family planning, and commuting expenses
• A variety of mental and wellness programs to support employees   
• Generous paid parental leave and family planning stipend
• Supportive time off policies including vacation, sick/mental health days, volunteer days, company holidays, and a floating holiday
• Learning & development and recognition programs
• Gives Back Program where employees can nominate a fundraiser every month  for a donation from the company
• Inclusion, diversity, equity, and belonging are vital to our priorities and we continue to evolve our s