Renewal Specialist

SupportNinja; Philippines; Hybrid; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Competitive compensation

Government-mandated benefits

Retirement matching program

Life Insurance

PTO & birthday leave

Bonus and incentives

Training and development

Employee referral program

Job summary

SupportNinja is seeking a Renewal Specialist to manage customer renewals and drive upsell opportunities for a portfolio of SaaS accounts. You will engage in escalated renewal situations and support process reviews with the Team Lead.

The role involves increasing renewal sales, forecasting risks, and educating customers on contractual implications while collaborating with finance, legal, and account teams in a fast-paced hybrid work setup.

Qualifications

• 1-2 years of renewals or customer-facing roles.
• 4-year college degree or equivalent business experience.
• Proficient in MS Excel.
• Strong communication and negotiation skills.
• Experience with Salesforce preferred.

Responsibilities

• Increase renewal sales for assigned accounts and encourage upsell of additional products.
• Ensure timely subscription renewals and accurate forecasting of risks and opportunities.
• Educate customers on business practices and contractual implications.
• Work with finance and legal teams to ensure contracts meet needs.
• Collaborate with the Customer Success Manager and Account Executive on renewals strategy and churn reduction.
• Maintain strong relationship with account teams and transfer leads as appropriate.

Skills

Salesforce

CRM

Negotiation

Customer Success

Excel

Education

4-year college degree or equivalent

Job description

From enabling companies to flourish, to helping careers bloom.

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to outsource by developing the best people, implementing cutting-edge technology, and challenging the status quo.

We change the game by prioritizing fun in our workplace. By joining our team, you’ll have the opportunity to provide world-class service to our customers through various channels while also working in our fun-forward culture.

Work Setup: Hybrid at The Sanctum, SM - North EDSA, QC (Twice a month onsite)

Start Date: ASAP

Schedule: 9:00PM-6:00AM (Manila) M-F

BASIC JOB SUMMARY:

Responsible for customer facing conversations and negotiations relating to renewing, up-selling, and closing SaaS license contracts for a pool of accounts. Renewal Managers are expected to engage as needed in escalated renewal situations and will also support the Team Lead in-process reviews and compliance.

What does a day in the life of a Renewal Specialist look like?

Increases renewal sales for customer accounts (including encouraging additional products, reducing downsell and churn, and processing price increases).

Accountable for timely subscription renewals for customers in assigned territory.

Accurately forecasts risks and opportunities in territory.

Educates customers on business practices and associated contractual implications.

Ensures customer awareness and understanding of applicable product elements.

Maintain account team relationships and transfer leads as appropriate.

Prepares correct Order Forms and Proposals.

Work closely with finance and legal teams to ensure all contracts meet customer and company needs.

Collaborate with the assigned Customer Success Manager and Account Executive to develop and execute renewals strategy, improve product adoption, and address churn risk in the business.

• Experience recording information in Salesforce or similar CRM system preferred (not required)

What are the required qualifications of a Renewal Specialist?

1-2 years of experience in renewals, customer success, account management or equivalent customer facing role

4-year college degree or equivalent business experience

Experience recording information in Salesforce or similar CRM system preferred (not required)

Ability to comprehend, analyze, and research to gain a better understanding of various facets of account information

Basic to intermediate skills in MS Excel

Keen to details and have a knack for accuracy

Good communication skills with both internal and external clients

Comfortable in a fast-paced environment with multiple deadlines and fast turnarounds

Experience collaborating with multiple stakeholders across the company

Competence in conducting discovery calls related to renewal engagement, negotiation, and deal-closings skills

Strong level of urgency, organization, and prioritization skills.

Strong negotiation skills with experience driving contracts to completion.

Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level.

Highly effective communication skills and capable of explaining complex situations clearly and credibly across all functions and levels of the organization.

Team player who enjoys assisting where needed and finding ways to help.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee referral program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.