· Own the renewal cycle from initiation to completion, ensuring timely and accurate processing of all contract renewals.· Coordinate with customers/partners and internal teams to gather necessary information and approvals prior to contract expiration dates.· Maintain up-to-date information in Salesforce to track contract status and renewal progress.· Document all interactions, negotiations, and outcomes in accordance with company policies and procedures.
Up-sell & Cross-sell Opportunities
· Independently or Collaborate with the Sales to identify opportunities for additional products and services.· Present recommendations to customers on potential upgrades, add-ons, or related services to drive incremental revenue.· Evaluate annual rate increase (CPI) by analysing market conditions and company profitability goals.· Develop strategies to communicate and justify any price adjustments to customers.
Customer Success and Growth Strategy
· Review historical pricing, usage, and performance data to accurately determine current profitability and forecast future margins.· Identify trends, potential risks, and opportunities to optimize the renewal cycle and improve overall revenue retention.· Develop a deep understanding of customer needs and align them with product capabilities and value propositions.· Act as a customer advocate, providing insights to product and engineering teams for feature enhancements.
Cross-functional Collaboration
· Partner with Finance to ensure invoices and contract terms align with forecasts and revenue targets.· Work closely with Legal and Compliance teams to ensure all contractual documents adhere to company policies and relevant regulations.
Customer Relationship Management
· Build and maintain strong relationships with customers, acting as a trusted advisor for their ongoing needs.· Resolve any renewal-related customer concerns, proactively escalating issues when necessary.· Develop scalable customer engagement models to accelerate adoption and satisfaction.
Process Improvement
· Continuously refine and improve renewal processes, templates, and workflows to enhance efficiency and customer satisfaction.· Track and report key performance metrics (Advance quote preparation, On-time renewal rate, churn rate, up-sell/cross-sell revenue)What We’re Looking For:· 8-12 years of experience in B2B SaaS customer success & account management.· Proven track record of driving customer retention, adoption, and expansion.· Ability to engage senior executives, lead strategic business reviews, and influence key decision-makers.· Experience with Salesforce CPQ, Oracle Fusion, SAP.· Strong executive communication, negotiation, and presentation skills.
