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Renewals Specialist
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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
ID: 20607428
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