Job Summary:

The Renewals Specialist is responsible for managing and facilitating the renewal process for customer contracts or subscriptions. This role involves working closely with clients to ensure timely and accurate renewals, handling any issues that arise, and ensuring high levels of customer satisfaction. The ideal candidate will have strong communication skills, a keen attention to detail, and the ability to manage multiple tasks efficiently.

Key Responsibilities:

• Renewal Management: Oversee the end-to-end renewal process for contracts or subscriptions, including tracking expiration dates, generating renewal notices, and ensuring timely follow-up.
• Customer Communication: Communicate with clients to discuss renewal options, address any questions or concerns, and provide information on contract terms, pricing, and service changes.
• Documentation and Record-Keeping: Maintain accurate records of renewal transactions, client communications, and contract details. Ensure all renewal agreements are documented and filed appropriately.
• Issue Resolution: Address and resolve any issues or discrepancies related to renewals, including billing errors, contract discrepancies, or service concerns.
• Cross-Functional Collaboration: Work closely with sales, customer service, and finance teams to ensure a smooth renewal process and to address any customer needs or issues that may arise.
• Performance Monitoring: Track and report on key metrics related to renewal performance, such as renewal rates, customer satisfaction, and revenue impact. Provide insights and recommendations for process improvements.
• Client Retention: Develop strategies to improve client retention and minimize churn. Identify opportunities for upselling or cross-selling additional products or services during the renewal process.
• Compliance: Ensure that all renewal activities comply with company policies and legal requirements.

Qualifications:

• Education: Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent experience).
• Experience: Proven experience in a customer service, sales, or account management role, with a focus on renewals or contracts preferred.
• Skills:
  • Strong communication and interpersonal skills.
  • Excellent organizational and time-management abilities.
  • Proficiency in CRM software and Microsoft Office Suite.
  • Ability to analyze data and generate reports.
  • Detail-oriented with strong problem-solving skills.
• Personal Attributes:
  • Customer-focused with a commitment to providing excellent service.
  • Ability to work independently and as part of a team.
  • Adaptable and able to handle changing priorities.