Our Renewal Operations team is a passionate, high performing group dedicated to supporting Advantive Finance Operations by ensuring accurate and timely renewal opportunities and transaction management. The team works directly with customers and peers, reviewing contracts and renewal opportunities, processing those opportunities quickly and with a high degree of quality and accuracy while working internally with business partners like Legal, Customer Success and Sales.
Job Summary
We are seeking a detail-oriented and proactive Senior Customer Renewals Associate to join our dynamic team. The ideal candidate will manage and execute strategic and complex renewal contracts, ensure accuracy in opportunity processing, and maintain strong customer and internal relationships. This role requires excellent communication skills, a strong understanding of SaaS renewals in a T-120 framework, and the ability to work collaboratively across various departments, while managing a large pipeline of renewals throughout the year.
Key Responsibilities
Renewals Management: Manages pipeline of complex renewals on a rolling T-120 framework, maintaining accurate documentation and statuses in Salesforce. Drive and close renewal opportunities within assigned Tiers. This includes creating proposals and contracts, renewal documentation, quotes, and amendments including upgrades, downgrades, pricing, transfers, and migrations, ensuring timely and accurate processing of renewals.
Issue Resolution: Analyze and resolve discrepancies as they come up via customers or internal partners to provide direction on required actions or resolutions.
Customer and Internal Communication: Respond to renewal inquiries with clear and accurate information, proactively follow up on outstanding renewals, and drive to closure with accuracy.
Cross-Functional Collaboration: Collaborate with Sales, Customer Success Managers, Legal, and Finance teams to ensure customer requirements are met and to provide a seamless customer experience and achieve renewal, uplift, retention, and expansion revenue targets, and to ensure successful, timely renewals and reduced churn risk.
Renewal Optimization: Provide feedback to Renewal Operations leadership to optimize the renewal experience.
Ad-Hoc Projects: Support special projects and tasks as assigned by the Renewal Operations Manager.
Key Competencies
Attention to Detail: Ensures all renewals information and opportunity records are accurate and error-free.
Customer Focus: Maintains a professional and empathetic approach when addressing customer inquiries and issues.
Collaboration: Works effectively with cross-functional teams to resolve issues and improve processes.
Problem-Solving: Identify and resolves discrepancies with a methodical and solution-oriented approach.
Organizational Skills: High attention to detail and ability to manage multiple renewals simultaneously while keeping an eye on quality and results
Qualifications and Requirements
Education: High school diploma or equivalent required; a bachelor's degree in finance, accounting, or a related field is preferred.
Experience: Prior experience in renewals, billing, accounts receivable, or a related role; ideally in a SaaS environment.
Skills:
Proficiency in CRM software (Salesforce, Hubspot, Zoho)
Microsoft Office Suite, with intermediate skills in Excel
Excellent communication skills, and strong organizational abilities.
Location: The role will be based out of our Tampa office in a hybrid work environment.