Renewals Specialist

Location: Guadalajara, Jalisco (Hybrid Model)

Advanced English required for effective internal communication and interaction with international clients.

Responsible for achieving world-class customer retention through a customer-focused strategy, strong process and product knowledge, and cross-departmental collaboration.

A successful Renewals Specialist is self-motivated, demonstrates strong negotiation and communication skills, has a passion for learning, and pays close attention to detail.

Key Responsibilities:

• Manage the entire renewal process: quoting, contract facilitation, internal approvals, and ensuring orders are processed according to Customer Operations SLA.
• Ensure that all renewal and sales activities comply with approval policies to protect and drive a positive increase in ARR.
• Proactively provide customers with a renewal proposal at least 90 days prior to the renewal date.
• Communicate any changes in ARR related to planned renewals or losses.
• Negotiate special pricing and validate information at the time of order.
• Maintain accurate customer data in CRM systems.
• Provide customer service via telephone and email regarding licensing, renewals, billing, or commercial inquiries, while working closely with Sales, Customer Success, and Support teams.
• Manage attrition for assigned customers by handling cancellation requests, coordinating with necessary departments to identify retention opportunities and resolve issues.
• Maintain accurate health/risk status for assigned customers by regularly reviewing key indicators such as support requests, implementation status, and usage.
• Contact customers at various stages of their renewal term to identify upsell opportunities and ensure overall customer satisfaction.
• Reach out to new customers to ensure a successful onboarding process.
• Assist with export license requests when necessary.

Basic Qualifications:

• Minimum 2 years of Customer Service experience or equivalent education.
• Basic knowledge of Microsoft Office products (Outlook, Word, PowerPoint, and Excel).
• Ability to calculate pricing, margins, discounts, and increases.
• Strong ability to manage and prioritize multiple tasks.
• Detail-oriented, self-motivated, proactive, and reliable.
• Excellent verbal and written communication skills (including email etiquette).
• Professional attitude with a customer service focus.
• Ability to work independently with minimal supervision as well as collaboratively within a team.
• Creative problem-solving skills with confidence and leadership in decision-making.
• Basic negotiation skills.
• Tolerance for ambiguity and complexity while working efficiently in a fast-paced environment.
• Basic knowledge of internal reporting tools (CRM, Power BI, and others).

Key Skills:

Advanced English | Customer Service | Renewals | Quoting | CRM | Power BI