Associate II

Job Summary

The Renewal Specialist’s primary responsibility is to ensure Greenway Health clients experience a positive renewal cycle.  The Renewals Manager and Specialists will work closely with Sales, Customer Success, Finance, Pricing, Legal, and Renewals to minimize attrition while maintaining accurate forecasts. The candidate will be responsible for identifying potential attrition risks during the renewal period of the contract and engaging with the customer and internal stakeholders to resolve the underlying issue, optimize the financial outcome, maintain forecasts, and drive customer satisfaction while adhering to all Greenway polices.

Essential Duties & Responsibilities

·         Be the renewals owner for resolving complex customer pricing and contract related issues and mitigating potential attrition during the renewal term.

·         Create accurate rolling forecasts for assigned renewal accounts through accurate maintenance of renewal opportunities.

·         Perform detailed forensic analysis (usage and contract) and provide concise summaries of highly complex customer issues

·         Work closely with Sales, Customer Success, Finance, Pricing, Legal, and the Renewals team to streamline the resolution process including notifications and approvals

·         Responsible for creation of replacement contracts and detailed quotes with approvals.

·         Maintain renewal opportunities and associated data as needed to ensure accuracy.

·         Manage a high volume of engagements concurrently

Education

·         Associate’s Degree required, Bachelor’s Degree in business, finance, or accounting preferred

Minimum Qualifications

·         3-4 years demonstrated success in a Sales, Renewals, or Account Management capacity with a strong focus on negotiating transactions and resolving contractual issues.

·         Proven ability to work at a detailed level with multiple cross-functional internal stakeholders as well as the customer to build a business case and drive consensus.

·         Strong customer management skills.

·         Excellent negotiation skills.

·         Strong analytical background with proven problem-solving skills

·         Highly effective communication skills

·         Capable of explaining complex situations clearly and credibly across all functions and levels of the organization.

·         A high level of proficiency with Salesforce.

·         Reporting capabilities and Excel

Skills/Knowledge

·         Proficiency with MS Office applications.

·         Excellent communication skills (verbal and  written).

·         Fundamental problem solving, organizational and time management skills.

·         Strong attention to detail and customer responsiveness.

·         Ability to assimilate, retain, and utilize extensive information regarding processes, business rules and requirements.

·         Ability to prioritize and work efficiently both individually and as part of a team in a fast‐paced environment.

·         Excellent analytical skills and experience utilizing MS Excel and Salesforce reporting to assimilate data.

·         Excellent interpersonal skills and positive attitude.

Work Environment/Physical Demands

·         While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday.

·         This role requires that one can sit and regularly type on a keyboard the majority of their workday.

·         This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in‐coming and out‐going communications via the computer and/ or mobile devices.

·         The role necessitates the ability to listen and speak clearly to customers and other associates.

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