Key Responsibilities:
· Own the renewal cycle from initiation to completion, ensuring timely and accurate processing of all contract renewals.
· Coordinate with customers/partners and internal teams to gather necessary information and approvals prior to contract expiration dates.
· Maintain up-to-date information in Salesforce to track contract status and renewal progress.
· Document all interactions, negotiations, and outcomes in accordance with company policies and procedures.
· Independently or Collaborate with the Sales to identify opportunities for additional products and services.
· Present recommendations to customers on potential upgrades, add-ons, or related services to drive incremental revenue.
· Evaluate annual rate increase (CPI) by analysing market conditions and company profitability goals.
· Develop strategies to communicate and justify any price adjustments to customers.
· Review historical pricing, usage, and performance data to accurately determine current profitability and forecast future margins.
· Identify trends, potential risks, and opportunities to optimize the renewal cycle and improve overall revenue retention.
· Develop a deep understanding of customer needs and align them with product capabilities and value propositions.
· Act as a customer advocate, providing insights to product and engineering teams for feature enhancements.
· Partner with Finance to ensure invoices and contract terms align with forecasts and revenue targets.
· Work closely with Legal and Compliance teams to ensure all contractual documents adhere to company policies and relevant regulations.
· Build and maintain strong relationships with customers, acting as a trusted advisor for their ongoing needs.
· Resolve any renewal-related customer concerns, proactively escalating issues when necessary.
· Develop scalable customer engagement models to accelerate adoption and satisfaction.
· Continuously refine and improve renewal processes, templates, and workflows to enhance efficiency and customer satisfaction.
· Track and report key performance metrics (Advance quote preparation, On-time renewal rate, churn rate, up-sell/cross-sell revenue)
What We’re Looking For:
· 8-12 years of experience in B2B SaaS customer success & account management.
· Proven track record of driving customer retention, adoption, and expansion.
· Ability to engage senior executives, lead strategic business reviews, and influence key decision-makers.
· Experience with Salesforce CPQ, Oracle Fusion, SAP.
· Strong executive communication, negotiation, and presentation skills.