Job Description
As a SaaS Account Management and Renewals Specialist, you will be crucial in ensuring customer satisfaction and retention within Lark's client base. Your primary responsibility will be to manage and nurture relationships with existing customers, drive product adoption, and oversee the renewal process to maximize revenue retention and increase the number of upsell/cross-sell opportunities. This role is crucial in maintaining customer satisfaction, driving retention, and contributing to the overall growth and success of the SaaS business. You will develop a deep understanding of assigned high value and high potential customer's business needs, objectives, and challenges. You will be the primary point of contact for customer inquiries and issues, working with the Customer Success team to ensure customers derive maximum value and with the Operations team to track key performance indicators. You will also identify opportunities for upselling or cross-selling additional features or services. You will own the end-to-end renewals process, collaborating with Sales, Customer Success, and Product teams to address customer concerns and mitigate risks. Furthermore, you will cultivate strong customer relationships to encourage referrals and gather and share feedback with internal teams for continuous improvement. You will also provide insights and recommendations to leadership based on customer behavior and feedback.
Must Have:
- Develop a deep understanding of assigned customer's business needs.
- Serve as the primary point of contact for customer inquiries.
About the Team: As a SaaS Account Management and Renewals Specialist, you will play a crucial role in ensuring customer satisfaction and retention within Lark's client base. Your primary responsibility will be to manage and nurture relationships with existing customers, drive product adoption, and oversee the renewal process to maximize revenue retention and increase the number of upsell/cross-sell opportunities. This role is crucial in maintaining customer satisfaction, driving retention, and contributing to the overall growth and success of the SaaS business. Responsibilities: Account Management - You will develop a deep understanding of assigned high value and high potential customer's business needs, objectives, and challenges. - You will serve as the primary point of contact for customer inquiries, issues, and escalations. - You will be working proactively with the Customer Success team to ensure customers are deriving maximum value from the Lark solution, and with the Operations team to track customer engagement, product adoption, and other key performance indicators. - You're expected to identify opportunities for upselling or cross-selling additional features or services. Renewals Management: - You will work alongside our Senior Account Manager and own the end-to-end renewals process, ensuring timely and successful contract renewals. - You will collaborate with Sales, Customer Success, and Product teams to address customer concerns and mitigate renewal risks. - You will also collaborate with Customer Support and Marketing teams to nurture existing customers. - You will monitor upcoming renewals, assess customer satisfaction, and formulate strategies to secure renewals. - You will negotiate contract terms and pricing to align with both customer expectations and company objectives. Customer Advocacy: - Cultivate strong relationships with customers to turn them into advocates for the product and the company and drive customer referrals. - Gather and share customer feedback with internal teams to drive continuous improvement of the product and service offerings. - Provide insights and recommendations to leadership based on customer behaviour and feedback.
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