Renewals Specialist: Drive Retention & Upsell (Software)

smartbear; Somerville (MA); On-site; USD 55,000 - 85,000; Full time

Job summary

SmartBear, headquartered in Somerville, MA, is hiring a Renewals Specialist to build enduring relationships with customers, acting as their trusted advisor and driving retention for SmartBear products. In this role you will engage customers to maximize license utilization, onboard successfully, and identify upsell opportunities across our software portfolio, contributing to growth.

The ideal candidate has 1–2 years in a customer-facing role with strong communication and analytical skills, and a

Qualifications

• 1–2 years of experience in a customer facing role.
• Bachelor's degree or equivalent experience.
• Sales, account management or customer success experience, especially in software, a plus.
• Strong customer-focus and service orientated.
• Excellent interpersonal skills and ability to build trusted relationships with individuals at all levels of an organization.
• Ability to consult with customers remotely or onsite (if needed) at the business operation and technical levels.
• Ability to accomplish results working through others.
• Hands on, individual contributor and collaborative team player.
• Excellent written and oral communication skills, including presentation skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Strategically engage with customers to align customer goals with our solutions. Ensure account retention, development and growth of lifetime customer value
• Drive customer use and adoption of software to ensure maximum license utilization by facilitating successful onboarding and adoption of software leading to retention, upsell and cross sell opportunities
• Expand and grow customer accounts by identifying customer needs and educating and selling additional products in our software portfolio
• Monitor and report customers' product experiences and provide consultation and recommendations to improve performance and success

Skills

Customer-facing experience

Bachelor's degree

Sales / account management experience

Communication skills

Interpersonal skills

Analytical thinking

Team collaboration

Problem-solving

Presentation skills

Remote/onsite consulting

Education

Bachelor's degree or equivalent experience

Job description

SmartBear, headquartered in Somerville, MA, is hiring a Renewals Specialist to build enduring relationships with customers, acting as their trusted advisor and driving retention for SmartBear products. In this role you will engage customers to maximize license utilization, onboard successfully, and identify upsell opportunities across our software portfolio, contributing to growth.

The ideal candidate has 1–2 years in a customer-facing role with strong communication and analytical skills, and a