Executive - Customer Success (Renewal and Retention)

**About FloBiz**:
FloBiz is India's first neobusiness platform, revolutionizing the way Small and Medium-sized Enterprises (SMEs) operate in India. Our mission is to digitize 65 million MSMEs in the country, and we are well on our way to achieving this goal. Our flagship product, myBillBook, has already empowered over 10 million businesses across 2000+ towns with its billing, accounting, inventory management, and payment collection solutions. With over $25 billion in annual transactions, we are proud to be a rapidly growing tech startup serving the needs of SMBs in India.

**About myBillBook**:
myBillBook is India’s leading GST billing & accounting software available for both mobile & desktop platforms. It offers full capabilities of a miniature accounting system comprising invoicing, inventory maintenance, AR/AP management and business reporting, along with a horde of value add features like CRM, Staff Attendance & Payroll Management, SMS & WhatsApp Marketing etc. myBillBook has been designed from the business owner’s point of view and supports usage across multiple companies, users, devices and platforms with state-of-the-art data security & synchronization technologies for business on-the-go.

**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.

**Key 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 1-3 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.

Location - Noida, Sec 1

Week off - 1st Sat Off + All Sunday