Senior Customer Retention & Renewals Specialist (m/f/d)

TN United Kingdom; Reading; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a skilled Renewal Account Manager to drive customer retention and maximize contract value. This hybrid role involves negotiating renewal contracts, engaging customers in discussions about their needs, and collaborating with various teams to ensure customer satisfaction. The ideal candidate will have over five years of experience in account management, a strong work ethic, and a deep understanding of SaaS subscription models. Join a dynamic team where your contributions will directly impact customer success and business growth.

Qualifications

• 5+ years in Renewal Account Management with a strong focus on customer retention.
• Excellent customer management skills and a proven track record of meeting quotas.

Responsibilities

• Negotiate renewal contracts and develop strategies to enhance customer relationships.
• Monitor customer health metrics and coordinate with partner teams for risk mitigation.

Skills

Renewal Account Management

Customer Retention

SaaS Product Adoption

Contract Negotiation

Customer Management

Job description

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Client:

IGEL Technology

Location:

Reading, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

cd555f9e2f57

Job Views:

11

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

LOCATION: Reading, UK (Hybrid)

Tasks and Responsibilities:

1. Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from IGEL.
2. Achieve individual and team revenue renewal targets as set by management.
3. Identify customer needs and demonstrate account management capabilities to guide renewal closure.
4. Maintain an understanding of IGEL licensing models to assist in licensing discussions with sales and customers.
5. Monitor customer health metrics to identify risks, develop risk mitigation strategies, and coordinate with partner teams.
6. Provide regular and accurate updates on renewal status to management and escalate issues when necessary.
7. Engage customers in discussions about renewal readiness, timing, and general needs.
8. Connect with customers on multi-year contracts to ensure engagement and value realization.
9. Present renewal proposals and options, and notify customers of upcoming contract expirations.
10. Collaborate with Legal, Deals Desk, and Sales Operations to resolve complex approval and finalization issues.
11. Partner with Sales and Customer Experience teams to review customer value achievement and promote product adoption.

Experience and Qualifications:

1. 5+ years of success in Renewal Account Management.
2. Experience leading customer retention and SaaS product adoption for complex accounts/territories.
3. Advanced knowledge of contract renewal processes.
4. Experience building relationships with peers and partners.
5. Excellent customer management skills, including sales, account management, and customer service.
6. Strong work ethic and ability to meet quotas.
7. Deep expertise in SaaS subscription selling for enterprise software is preferred.