XTN-976A169 | RENEWAL SPECIALIST

We seek fi ve highly motivated and customer-focused renewal specialists to join our newly established Commercial Support Center in Manila. This role is crucial in ensuring the retention and growth of our commercial accounts (<$100K ARR). You will manage the entire renewal lifecycle, proactively engage with customers, and drive successful renewal outcomes. As a key team member, you will contribute to building strong customer relationships and ensuring a seamless renewal experience.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Renewal Management:
  • Proactively manage and execute the renewal process for a portfolio of commercial accounts.
  • Generate and deliver timely renewal quotes and contracts.
  • Track renewal progress and maintain accurate records in our CRM system.
  • Identify and address potential renewal risks and opportunities.
  • Accurately forecast renewal rates and revenue.
• Customer Engagement:
  • Build and maintain strong customer relationships, acting as their primary point of contact for renewals.
  • Conduct proactive outreach to customers approaching their renewal date, including email, phone, and virtual meetings.
  • Understand customer needs and address any concerns or questions regarding their renewal.
  • Communicate value propositions and product updates to ensure customer satisfaction and continued engagement.
  • Gather customer feedback and relay it to the appropriate teams for continuous improvement.
• Process Improvement:
  
  • Identify and recommend improvements to the renewal process to enhance effi ciency and customer experience.
  • Collaborate with cross-functional teams, including sales, support, and product, to ensure alignment and smooth renewal execution.
  • Stay up-to-date on product knowledge, industry trends, and best practices in renewal management.
• Reporting and Analysis:
  
  • Generate regular reports on renewal performance, including renewal rates, revenue, and customer feedback.
  • Analyze data to identify trends and insights to improve renewal strategies.
  • Provide accurate and timely updates to management on renewal status and forecasts.

• Bachelor’s degree in Business Administration, Marketing, or a related fi eld (preferred).
• Minimum of 1-2 years of experience in renewals, sales, customer service, or a related fi eld, preferably in a SaaS or technology environment.
• Proven track record of achieving renewal targets and driving customer retention.
• Excellent communication, interpersonal, and negotiation skills.
• Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks.
• Profi ciency in CRM systems (e.g., Salesforce) and Microsoft Offi ce Suite.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and analytical skills.
• Excellent English verbal and written skills.

• Customer Focus
• Relationship Building
• Communication
• Negotiation
• Problem-Solving
• Attention to Detail
• Results Orientation