Jobs in Waterloo, Kanada

THE ROLE

Join a global Customer Operations team where your drive, strategic mindset, and customer-first approach will directly impact retention and revenue. In this high-ownership role, you’ll lead renewal negotiations for high-value accounts, collaborate cross-functionally, and do what it takes to secure every renewal. You’ll be empowered to grow through a robust onboarding experience, a clear career path, and a culture that values initiative and results.

WHAT YOU'LL DO

• Take full commandof a strategic book of business, leading end-to-end renewal negotiations with precision and urgency.
• Partner with CSMs and SAMsto ensure seamless renewal execution and customer satisfaction.
• Drive ARR growthby executing renewals within approval guidelines and identifying upsell opportunities.
• Forecast with confidence, delivering accurate monthly and quarterly renewal projections.
• Negotiate like a pro, securing special pricing and validating orders to ensure compliance and profitability.
• Keep data clean and sharpin CRM systems to support visibility and decision-making.
• Deliver responsive servicevia phone and email, resolving licensing, billing, and renewal inquiries with speed and professionalism.
• Own retention outcomes, handling cancellation requests and turning risk into opportunity.
• Monitor customer health, proactively identifying churn risks and acting decisively.
• Champion upsell opportunities, engaging customers throughout their lifecycle to maximize value.
• Support export license requestsand other operational needs as required.
• Mentor and lead, sharing your expertise with new hires and peers.
• Be the go-to expertfor your assigned brands, solutions, and processes.
• Lead special projectsthat drive innovation and efficiency.
• Adapt and executeadditional duties as needed—because you’re always ready to step up.

QUALIFICATIONS

• 5+ years of experience in Renewals or a similar role.
• Associate or Bachelor’s degree preferred.
• Strong proficiency in Microsoft Office Suite and CRM tools (especially Salesforce).
• Proven track record of exceeding renewal and retention goals.
• Exceptional negotiation, communication, and relationship-building skills.
• Analytical mindset with the ability to turn data into action.
• Familiarity with cybersecurity technologies and market trends is a plus.
• Ability to juggle multiple prioritiesin a fast-paced, high-stakes environment.
• Detail-oriented, self-motivated, and resourceful.
• Excellent verbal and written communication skills.
• Customer-first mindset with a professional, proactive approach.
• Confidence to navigate complex customer concernsand resolve them independently.
• Creative problem-solver who thrives in ambiguity and takes initiative.
• A winning attitude and the grit to get the job done—no matter what.