Renewal Specialist - Co-Pilot

Movate; Manila; Presencial; PHP 600 000 - 900 000; Tempo integral

Resumo da oferta

Movate is seeking a Renewal Specialist in the Philippines to manage the human layer of our Co-Pilot renewal workflow. You will handle escalated conversations, negotiate within contract terms, and maintain relationships while automation handles most outreach.

Focus is on renewal rate and retained revenue, not call volume. You will work with the Co-Pilot interface, review account history and sentiment signals, surface upsell signals when appropriate, and ensure accurate CRM logging and compliance

Qualificações

• Minimum 3–5 years in renewal, customer success, or account management (SaaS renewal experience required).
• CEFR B2 English proficiency (spoken and written).
• Experience handling objections and save conversations, not just transactional renewals.

Responsabilidades

• Own renewal conversations escalated by non-responders after automated sequences and at-risk accounts.
• Work inside the Co-Pilot desktop with account history and sentiment signals to pick up conversations with context.
• Facilitate renewals within existing contract terms; route concessions or modifications to the designated customer CSM as needed.
• Identify upsell or expansion signals during renewals and surface them to the appropriate owner.
• Document every interaction in the CRM and activity log with outcomes and sentiment.

Conhecimentos

English proficiency (B2)

Negotiation

Objection handling

CRM familiarity

Ferramentas

CRM software

Descrição da oferta de emprego

The Renewal Specialist operates inside Co-Pilot model, where AI-driven automation handles the majority of renewal outreach - email, text, and response tracking - and live agents are engaged only on the accounts that require human judgment. This role owns that human layer: negotiation, objection handling, and relationship management on the subset of the renewal book escalates. The Specialist works inside the Co-Pilot interface alongside automated intent and sentiment signals, not as a replacement for them, and is measured on renewal rate and retained revenue, not call volume.

Job Responsibilities

• Own renewal conversations escalated by non-responders after automated sequences, negative sentiment signals, at-risk accounts, and customers seeking to negotiate outside the automated flow
• Work inside the Co-Pilot desktop, using account history, intent signals, and prior automated touchpoints to pick up the conversation with full context rather than starting cold
• Facilitate renewals at existing contract terms; escape concessions, pricing adjustments, or contract modifications to the designated customer CSM rather than negotiating them independently
• Identify and surface upsell or expansion signals during renewal conversations, routing them to the appropriate internal owner
• Document every interaction accurately in the CRM and activity log, including outcome, sentiment, and any escalation triggered
• Meet or exceed KPIs tied to renewal rate and save rate, not average handle time or contacts-per-hour
• Participate in structured onboarding and ongoing coaching on SaaS renewal objection handling and the handoff model
• Flag patterns back to the program (recurring objections, timing issues, product gaps) so they can inform both agent coaching and automation tuning
• Maintain a positive, professional relationship with customers at every touchpoint, including save conversations

Minimum Qualifications

• Minimum of 3-5 years of experience in a renewal, customer success, or account management role - SaaS renewal experience required; general customer service background does not meet this bar
• Minimum CEFR B2 English-language proficiency (voice and written), verified through a passed language assessment prior to production placement
• Demonstrated experience handling objection and save conversations, not just transactional renewal touchpoints
• Comfortable working inside an AI-assisted workflow - reading automated intent/sentiment data and picking up a conversation mid-lifecycle rather than initiating cold outreach
• Strong verbal and written communication skills, with the judgment to know when to hold firm on terms and when to lift
• Familiarity with CRM and contract management tools
• Strong organizational skills and attention to detail

What Sets This Role Apart

This is not a traditional contact-center seat. Roughly 75% of the renewal workload is handled client automation before an agent ever engages - meaning agent time is concentrated entirely on the accounts that carry the most revenue risk and require the most skill.

Compensation and staffing models are built around that reality: fewer, higher-caliber conversations rather than high-volume queue work.