Executive - Customer Success (Renewal and Retention)
4 days ago
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 renewal-related 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 cross-selling additional products or services during the renewal process.
- Negotiate contract terms and pricing to maximize customer satisfaction while achieving renewal targets.
- Maintain accurate and up-to-date 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 customer-related 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 customer-facing role, **preferably in a phone-based 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.
- Detail-oriented and highly organized, with the ability to manage multiple renewal projects simultaneously and meet deadlines.
- Self-motivated and results-driven, 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 subscription-based business models and customer lifecycle management.
- Ability to adapt to a fast-paced, dynamic environment and handle high call volumes while maintaining a positive and professional demeanor.
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