Executive - Customer Success (Renewal and Retention)

1 week ago

Bengaluru, Karnataka, India FloBiz Full time
Client Relations and Retention - Renewal Agent

Job Description:
Renewal Agent

Position Overview:
We are seeking a customer-focused and results-driven Renewal Agent to join our team in the SaaS (Software-as-a-Service) industry.

As a Renewal Agent, your primary responsibility will be to engage with customers
over phone calls, manage their contract renewals, and ensure a high level of customer satisfaction.

You will leverage your excellent communication skills, persuasive abilities, and product knowledge to drive successful contract renewals and contribute to revenue growth.

This role requires a proactive approach, strong negotiation skills, and the ability to thrive in a fast-paced, phone-based environment.

Responsibilities:

  • Manage contract renewals by proactively reaching out to customers via phone calls.
  • Build and maintain strong relationships with customers, serving as their primary point of contact for renewalrelated matters.
  • Engage with customers to understand their needs, gather feedback, and address any concerns or issues.
  • Effectively communicate the value and benefits of continued service, ensuring customers understand the impact of renewing their contract.
  • Identify opportunities for upselling or crossselling additional products or services during the renewal process.
  • Negotiate contract terms and pricing to maximize customer satisfaction while achieving renewal targets.
  • Maintain accurate and uptodate records of customer interactions and renewal activities in the CRM system.
  • Collaborate closely with internal teams, including sales, customer success, and product, to ensure a smooth renewal process and resolve customerrelated issues.
  • Monitor renewal pipeline and proactively follow up with customers to ensure timely renewals.
  • Stay informed about industry trends, competitor offerings, and customer feedback to enhance the renewal process and drive customer retention.

Qualifications:

  • Bachelor's or Master's degree in business, marketing, or a related field.
  • Proven experience of
    minimum 3 years in a customerfacing role,
    preferably in a phonebased sales or renewal environment.
  • Strong negotiation and persuasion skills, with the ability to handle objections and resolve customer concerns effectively.
  • Excellent verbal communication skills, with the ability to articulate complex concepts clearly and concisely over the phone.
  • Active listening skills to understand customer needs and provide appropriate solutions.
  • Detailoriented and highly organized, with the ability to manage multiple renewal projects simultaneously and meet deadlines.
  • Selfmotivated and resultsdriven, with a track record of meeting or exceeding renewal targets.
  • Familiarity with CRM systems and proficiency in using sales and customer management tools.
  • Knowledge of the SaaS industry, including an understanding of subscriptionbased business models and customer lifecycle management.
  • Ability to adapt to a fastpaced, dynamic environment and handle high call volumes while maintaining a positive and professional demeanor.

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