Renewal Account Manager, CX

Nice Ltd.; Northern (KY); Hybrid; USD 70,000 - 100,000; Full time

Job summary

NiCE is seeking a Renewal Account Manager, CX to support customers, SAMs and AEs with contract renewals and negotiations. You will analyze financials, prepare contractual documents, and engage clients to align renewal outcomes with business goals, aiming to retain and grow revenue.

Collaborate with TAMs, Finance, and Sales teams to negotiate terms, extend contracts for multiple years, and monitor renewal metrics and overall customer satisfaction.

Qualifications

• Bachelor’s degree in Information Technology or Business Administration or related field, or equivalent work experience.
• 4+ years in contract negotiation.
• 4+ years in contact center or service delivery.
• Experience with SAAS billing models.
• Demonstrated ability in a fast-paced environment and meeting contract timelines.
• Ability to work independently with minimal supervision.
• Ability to manage multiple negotiation projects.
• Excellent communication with high-level stakeholders (CEO/CTO/CFO).
• Proficient with Microsoft Office, PowerPoint and Salesforce.

Responsibilities

• Prepare and analyze financial reports and contractual documents ahead of renewal meetings.
• Engage directly with clients to understand renewal goals and align with business objectives.
• Negotiate contract terms, pricing, and other details to maximize value for both company and customer.
• Partner with SAMs, AEs, TAMs and Finance to represent NiCE and retention goals.
• Assist with pricing strategy to maintain healthy price points.
• Extend contracts for multiple years.
• Become familiar with customer contracts and NiCE billing methods.
• Keep informed on competitors and counter-offer strategies.
• Maintain knowledge of NiCE products/services.
• Ensure consistent messaging with TAMs, SAMs and AEs.
• Track renewal metrics and revenue growth using Salesforce and Excel.
• Communicate effectively with internal and external stakeholders.
• Identify risks and propose actions to minimize risk.
• Create/prepare contract documents, presentations, emails, and spreadsheets.

Skills

Contract negotiation

SAAS billing models

Customer service

Communication with stakeholders

Salesforce

PowerPoint

Microsoft Office

Education

Bachelor’s degree in Information Technology or Business Administration or related field or equivalent work experience

Tools

Salesforce

PowerPoint

Microsoft Office

Job description

So, what's the role all about?

The Renewal Account Manager , CX will be accountable for assisting customers, Suite Account Managers (SAM), and Account Executives (AE) with contract renewals and negotiations of these renewals.

Specifically, this position is responsible for retaining customers during the negotiation process, growing and retaining revenue with annual or CPI increases and specific product additions, and meeting team and individual goals related to their tasks.

How will you make an impact?

• Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiating contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, which will maintain and increase revenue through effective contract negotiations
• Partner with SAMs, AEs, Technical Account Managers (TAMs) and the Finance team to represent the best interest of NiCE and revenue retention goals
• Partner with the finance team to ensure healthy price points
• Extending contracts for multiple years
• Become intimately familiar with customer contracts and NiCE billing methods
• Maintain working knowledge of competitors and what strategy NiCE should develop for counter offers and retaining the customer.
• Maintain working knowledge of NiCE products/services
• Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the customer
• Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
• Communicate effectively and professionally with internal and external stakeholders.
• Investigate areas of risk and prepare course of action/recommendations to minimize risk
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities

Have you got what it takes?

• Bachelor’s degree in Information Technology or Business Administration or related field or equivalent work experience
• 4+ years applicable experience in contract negotiation
• 4+ years in contact center or service delivery
• Experience with SAAS billing models
• Demonstrated experience in a fast-paced environment and meeting customer contract timelines
• Demonstrated experience working independently with little to no daily supervision
• Ability to pivot between negotiation projects
• Ability to multitask responsibilities
• Exhibit adaptability and responsiveness by embracing change and implementing necessary adjustments to support evolving business needs and customer expectations.
• Thrive in uncertain environments by maintaining focus and productivity amid incomplete information or shifting parameters.
• Tracking and reporting on renewal metrics, such as renewal rates.
• To be innovative with strategic ideas and approaches in negotiation
• To have Problem solving and critical thinking skills
• To be able to effectively communicate with high level customer stakeholders such as CEOs, CTOs, and CFOs.
• To be Efficient with Microsoft office applications, PowerPoint, and Salesforce

Bonus Experience:

• Account Management or sales experience

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.

What’s in it for you?

Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCE software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.