Renewals Specialist

1 Day ago • 2 Years +

Job Summary

Job Description

The Renewals Specialist will play a crucial role in customer retention through a customer-focused billing strategy, strong process and product knowledge, and cross-departmental collaboration. This role involves managing the renewal process from quoting and contract facilitation to ensuring order processing within Customer Operations SLAs. Responsibilities include proactively providing customers with renewal proposals, communicating changes in ARR, negotiating special pricing, maintaining accurate customer data, and providing customer service via phone and email. The specialist will also manage attrition, assist Accounts Receivable, and identify opportunities for upsell and customer satisfaction. They will also be responsible for handling requests to cancel renewal contracts, coordinating with other departments to resolve issues. They will contact customers to identify opportunities for upsell and to ensure overall customer satisfaction. Additional duties include assisting with export license requests and performing other duties as assigned.

Must have:

Minimum two years customer service experience
Basic skills in Microsoft Office products
Ability to calculate pricing, including margins
Manage and prioritize multiple tasks
Detail oriented, self-motivated, and reliable
Proficient verbal and written communication skills
Professional disposition with a customer service focus
Ability to work independently and in a team
Creative problem-solver

Good to have:

Basic negotiation skills
Tolerance for ambiguity
Basic knowledge of internal reporting tools

7 skills required

7 skills required for this role

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microsoft-office

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Job Details

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. 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?

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)

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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.