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Customer Success- Renewals Specialist

Entry Level

Trintech | Customer Success

The Renewal Operations Specialist is focused on retention of the existing customer base. The individual will own the renewal timeline and drive the process for a segment of customers to submit and process a contract extension and amendments that yield an event that can be invoiced. The individual will work closely with the Customer Success team to bring the renewal to a close accurately and timely. The successful candidate will be professional, responsive, and a motivated team player who is interested in building a career while helping to grow the business.

 

Key Responsibilities:

·         Prepare renewal quotes and negotiate prices with clients while maintaining a 95% retention rate

·         Ensure accuracy of high volume of client data and prepared quotes

·         Own the Critical Path of a renewal transaction to create action and urgency in closing renewals timely and accurately

·         Maintain customer account records in Salesforce

·         When applicable, seek appropriate approvals for exceptions to standard pricing and terms

·         Coordinate the modification of contract terms as need with the appropriate parties

·         Work with Customer Success and Accounting to resolve customer issues and help remove barriers for the team.

·         Handle renewals-related customer requests

 

 

Skills & Requirements

·         Experience with direct customer contact

·         Ability to demonstrate written and verbal communication skills, and the ability to drive a phone conversation

·         Strong negotiation and interpersonal skills

·         Possesses the intellectual curiosity to be a problem solver

·         Possesses the drive to close renewals timely

·         Ability to effectively prioritize and escalate customer issues as required

·         Ability to read and understand basic contracts, terms of service and legal issues

·         Ability to work independently without constant supervision while being a member of the team

·         Must thrive in a fast-paced, ever-changing atmosphere

·         Ability to prioritize and manage multiple responsibilities simultaneously

·         Follows through on commitments, establishes trust with business partners

·         BS/BA degree in business or related field

·         Proficiency with the Microsoft Word and Excel

·         Experience with Salesforce Enterprise, CPQ, and NetSuite a plus