Client Relations and Retention

Renewal Agent

**About Company**

My Billbook is one of our flagship products that allows small businesses to create invoices, manage their outstanding and monitor their stock on the go. My Billbook is currently being used by more than 5M+ businesses across 1000+ towns, with over $6 billion annual transactions and we are growing 100% month on month.

Any successful company’s success is defined by how happy their customers are. We at Flobiz, strive to provide the best customer experience to our users. As a customer support associate, you will be responsible for handling customer queries, enhancing customer journey with our product and overall service experience.

Job Description: Renewal Agent (Phone-Based) in the SaaS Industry

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.