Software Contract Renewal Specialist

Description

The company develops scientific solutions for hard problems such as environmental protection, food safety and cancer research.

This is a commercial role focused on sales effectiveness, using data, process changes and support for the sales teams.

You will analyze customer data, manage accounts through the renewals process and turn findings into recommendations that grow the business.

The role aims to maximize revenue from annual software renewal contracts by following standard renewal processes.

You will track allocated customer accounts in the CRM, manage risks and opportunities, and look for ways to improve the process.

Responsibilities

• Own support and SaaS renewals for your assigned region or accounts, whether handled directly or through Account Management, so each renewal is quoted, managed and closed on time at agreed terms and pricing.
• Act as the point of contact for the Support team on customers whose contracts have lapsed, advising on license and service entitlement using current data and renewal status.
• Build solutions to challenges from data and submit them for management approval, bringing in Sales Account Managers, Legal, Services or supervisors where needed.
• Own performance against KPIs and explain the main causes of favorable and unfavorable variances using data.
• Keep renewals data accurate so it feeds the bookings and revenue forecast, and produce that forecast monthly, quarterly and annually.
• Work with Sales Account Managers on customer communications and on applying company policy consistently.
• Lead and mentor junior Specialists.
• Identify, develop and put in place process improvements.
• Provide insights and reports to management when requested.
• Pass opportunities and leads to Account Managers or Inside Sales to improve retention and expansion in the existing customer base, and join longer-term programs that support this.
• Give Sales input on renegotiating existing contracts.
• Spot potential risks and flag them to the relevant people inside and outside the team.
• Join customer calls and meetings to resolve open issues, explain the value of the service, and set out pricing, terms and conditions where needed.
• Travel occasionally for internal and external meetings.

Requirements

• Bachelor's degree, preferably in a scientific, business or numerate field.
• At least 5 years of relevant commercial, business administration or operational experience.
• Clear understanding of enterprise software renewals under both SaaS and perpetual licensing models.
• Proficiency with CRM systems, especially Salesforce.com, and with other tools for managing workload and completing tasks, adapting as needed.
• Ability to analyze problems and recommend well-reasoned options for approval and implementation, based on experience and current data.
• Excellent written and verbal communication.
• Strong attention to detail and a commitment to accurate data.
• Ability to assess past renewals bookings and revenue and forecast future results for assigned customers and the region.
• Able to prioritize, plan and carry out sustained actions toward company goals, with intensity and integrity.
• Experience working with Sales Account Managers or Inside Sales to protect recurring revenue through customer retention.
• Works with other departments and teams to resolve problems.
• Flexible when taking on new challenges, adapting existing approaches to meet new requirements where appropriate.
• Resourceful in finding additional revenue opportunities to grow the business.
• Uses sound judgment on discretionary decisions and takes ownership of the outcomes.
• Spots trends in data through careful analysis.
• Follows tasks through to completion with a sense of urgency.
• Confident and assertive with customers and colleagues.
• Works independently and takes initiative.

Conditions

Standard Monday to Friday schedule.

Office-based role.

Occasional travel for internal and external meetings.

This role has no direct reports.