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Client Renewal Specialist

2 months ago

Waltham, Massachusetts, United States ServiceNow Full time
Position Overview:

As a pivotal member of our team, you will:

  • Facilitate negotiations for renewal agreements, crafting strategies that ensure mutual benefits, enhancing both contract value and customer relationships.
  • Assess client requirements and exhibit adept account management skills to drive successful renewal completions.
  • Maintain comprehensive knowledge of ServiceNow's licensing frameworks to assist both sales teams and clients during licensing dialogues.
  • Track customer health indicators to pinpoint potential risks, formulating strategies to mitigate these risks and collaborating with partner teams for effective resolutions.
  • Collaborate with cross-functional teams to deliver timely and precise updates on renewal progress to management, escalating issues as necessary.
  • Engage with clients to discuss renewal preparedness, timelines, and their overarching needs.
  • Maintain ongoing communication with clients on multi-year agreements to foster continued engagement and ensure they derive maximum value from our services.
  • Present renewal proposals and alternatives to clients, ensuring they are informed of impending contract expirations.
  • Work alongside Legal, Deals Desk, and Sales Operations to address complex matters related to approvals and the finalization of contracts.
  • Partner with our Customer Success team to evaluate customer value realization, aiming for high product adoption and utilization.
Qualifications:

To excel in this role, you should possess:

  • A minimum of 5 years of proven success in Renewal Account Management or a Customer Success role.
  • Experience in leading customer retention and promoting adoption of SaaS solutions within complex accounts or territories.
  • Advanced understanding of contract renewal procedures.
  • Proven ability to cultivate relationships with colleagues and partners.
  • Exceptional customer management capabilities, encompassing sales, account management, and customer service.
  • A proactive approach to identifying opportunities for process enhancements and efficiencies.
  • A strong work ethic coupled with a track record of meeting quotas.
  • In-depth knowledge of SaaS models, particularly in the realm of enterprise software.
Additional Information:

Work Flexibility:

We embrace a flexible work environment, allowing for various work personas based on the nature of the role.

Equal Opportunity Commitment:

ServiceNow is committed to providing equal employment opportunities to all qualified candidates, without discrimination based on any protected characteristics.

Accessibility Accommodations:

We strive to ensure an inclusive application process. If you require accommodations, please reach out for assistance.

Export Control Compliance:

For roles requiring access to controlled technologies, ServiceNow may need to secure export control approvals from relevant authorities.