The Renewal Specialist is a critical role requiring a highly motivated and results-driven Customer Success (CS) professional to manage high-volume client renewals through advanced automation tools and scalable outreach strategies.
Requirements
- Manage and execute renewal processes for a high-volume portfolio of event ticketing clients.
- Proactively engage with customers 90-180 days prior to contract expiration dates.
- Generate accurate renewal forecasts and maintain a rolling 120-day renewal pipeline.
- Conduct renewal negotiations and secure contract extensions with minimal manual intervention.
- Identify and mitigate renewal risks through data-driven insights and customer analytics.
- Implement and optimize automated renewal workflows using CRM and marketing automation platforms.
- Design and execute multi-channel outreach campaigns (email, in-app notifications, SMS).
- Leverage automation tools to send personalized renewal reminders and follow-up sequences.
- Utilize AI-powered tools to predict churn risk and trigger appropriate intervention campaigns.
- Create and maintain automated renewal templates and communication sequences.
- Build and maintain strong relationships with key stakeholders at client organizations.
- Provide exceptional customer service throughout the renewal process.
- Address customer concerns, objections, and renewal blockers effectively.
- Collaborate with Customer Success, Sales, and Support teams to ensure seamless customer experience.
- Gather and act on customer feedback to improve renewal processes and customer satisfaction.
- Track and analyze key renewal metrics including retention rates, churn rates, and revenue impact.
- Monitor customer engagement metrics and usage patterns to identify renewal opportunities.
- Generate regular reports on renewal performance and pipeline health.
- Maintain accurate customer records and renewal documentation in CRM systems.
- Identify expansion opportunities during the renewal process.
- Collaborate with sales teams on larger expansion opportunities.
- Promote new features, add-ons, and enhanced service packages.
Benefits
- Comprehensive benefits and a wellness package
- Wellness allowance
- Carrot family planning benefit
- Origin Financial Planning service
- Modern Health
- BriteBreaks
