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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:

  • Engage in negotiations for renewal agreements, crafting strategies that benefit both the organization and our clients, thereby enhancing the overall relationship and value derived from ServiceNow.
  • Assess client requirements and leverage account management skills to facilitate the successful closure of renewals.
  • Maintain comprehensive knowledge of ServiceNow's licensing frameworks to assist both sales teams and clients during licensing discussions.
  • Track customer health indicators to identify potential risks and devise strategies to mitigate them, collaborating with partner teams as necessary.
  • Coordinate with the broader team to provide timely and precise updates on renewal progress to management, escalating issues when appropriate.
  • Initiate discussions with clients regarding renewal preparedness, timelines, and their overall needs.
  • Engage with clients on multi-year agreements to ensure ongoing interaction and realization of customer value.
  • Deliver renewal proposals and options to clients, while informing them of impending contract expirations.
  • Collaborate with Legal, Deals Desk, and Sales Operations to address complex matters related to approvals and finalization of contracts.
  • Work alongside our Customer Success team to evaluate customer value achievements, aiming for high product adoption and usage.
Qualifications:

To excel in this role, you should possess:

  • A minimum of 5 years of proven success in a Renewal Account Management or Customer Success role.
  • Experience in driving customer retention and adoption of SaaS products within complex accounts or territories.
  • Advanced understanding of contract renewal procedures.
  • Strong relationship-building skills with colleagues and partners.
  • Exceptional customer management abilities, encompassing sales, account management, and customer service.
  • A proactive approach to identifying opportunities for process enhancement and efficiency.
  • A robust work ethic with a track record of meeting quotas.
  • In-depth knowledge of SaaS models, particularly in the enterprise software sector.
Additional Information:

Work Environment:

We embrace a flexible and trust-based approach to our distributed work environment.

Equal Opportunity Commitment:

ServiceNow is dedicated to providing equal employment opportunities. All qualified candidates will be considered for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity or expression, marital status, veteran status, or any other legally protected category.

Accessibility:

We aim to create an inclusive experience for all candidates. If you require assistance to complete any part of the application process, please reach out for support.

Export Control Compliance:

For roles that necessitate access to controlled technology subject to export regulations, ServiceNow may need to secure export control approval from government authorities for certain individuals. Employment is contingent upon obtaining any necessary export licenses or approvals.