Renewals Specialist

2 Months ago • 2 Years +

Job Summary

Job Description

The Renewals Specialist plays a crucial role within the Customer Operations team, focusing on customer retention through a customer-focused billing strategy and strong product knowledge. The role involves managing the renewal process, from quoting and contract facilitation to internal approvals, ensuring adherence to Customer Operations SLAs. The specialist will proactively provide customers with renewal proposals, communicate changes in ARR, negotiate special pricing, and maintain accurate customer data in CRM systems. They will also provide customer service via phone and email, manage attrition by handling contract cancellation requests, and identify upsell opportunities. The role requires strong negotiation, communication skills, and an eye for detail. The specialist is expected to maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage. They should also assist Accounts Receivable on aging invoices. Additionally, the role encompasses contacting customers at various points during their renewal term to identify opportunities for upsell, reaching out to new customers to ensure successful onboarding, and assisting with Export license requests when necessary.
Must have:
  • Two years of customer service experience or equivalent.
  • Basic skills in Microsoft Office products.
  • Ability to calculate pricing, including margins.
  • Ability to manage and prioritize multiple tasks.
  • Detail-oriented, self-motivated, resourceful, and reliable.
  • Proficient verbal and written communication skills.

Job Details

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more

At Fortra, we’re breaking the attack chain. Ready to join us? 

THE ROLE

Join a worldwide Customer Operations team in a vital role responsible for best-in-class customer retention via a customer-focused billing strategy, strong process & product knowledge, and cross-departmental collaboration. Take charge of personal growth through a robust onboarding experience, guided career path, and people-first culture. A successful Renewals Specialist is a self-motivator who demonstrates strong negotiation & communication skills, has a passion for learning, and an eye for detail. 

WHAT YOU'LL DO

  • Manage the renewal process, from quoting, contract facilitation, internal approvals, through to ensuring the Order is processed adhering to Customer Operations SLA’s. 
  • Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR. 
  • Proactively provide customers with a renewal proposal 90 days prior to renewal date. 
  • Communicate changes in ARR against planned renewal bookings & losses. 
  • Negotiate special pricing and validate at point of order.   
  • Maintain accurate customer data in CRM systems.  
  • Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries. Partnering with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support). 
  • Manage attrition for assigned customers by handling any requests to cancel renewal contracts. Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.  
  • Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.  
  • Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.  
  • Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction. 
  • Reach out to new customers to ensure successful onboarding.  
  • Assist with Export license requests when necessary. 
  • Perform additional duties and projects as assigned by management. 

QUALIFICATIONS

  • Minimum two years customer service experience or equivalent education and experience 
  • Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel 
  • Ability to calculate pricing, including margins, discounts and increases 
  • Must be able to manage and prioritize multiple tasks 
  • Detail oriented, self-motivated, resourceful, and reliable 
  • Proficient verbal and written communication skills, including email etiquette 
  • Professional disposition with a customer service focus 
  • Ability to work with minimal supervision, both independently and within in a team 
  • Creative problem-solver who acts confidently – spearheading solutions to problems that arise 
  • Basic negotiation skills    
  • Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment 
  • Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand) 

Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

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About The Company

At Fortra, we’re not just responding to cyber threats but anticipating them, planting obstacles, and breaking the attack chain. Fortra is a global cybersecurity company offering advanced offensive and defensive security solutions that deliver comprehensive protection across the cyber kill chain. Armed with a team of passionate experts driven by a shared purpose, we work together to empower our clients with the tools, intelligence, and expertise to safeguard what matters most. Fortra provides equal opportunity to all employees and applicants without regard to race, color, creed, religion, national origin, sex, sexual orientation, disability, genetic information, status as a covered veteran, age, marital status, membership or activity in a local human rights commission, status with regard to public assistance or any other protected characteristic.

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