Account renewal associate

Job Overview

The Account Renewal Associate is responsible for engaging existing customers to ensure the timely renewal of their domains, hosting, servers, and other services. The role involves proactively contacting customers whose services are approaching expiry, guiding them through the renewal process, and building positive customer relationships.

The Associate will also identify opportunities to upgrade or add relevant services, re-engage dormant customers, and contribute to the retention of existing accounts and growth of recurring revenue.

Responsibilities:

1. Renewal Management:

• Manage the end-to-end renewal process for service contracts, including proactive outreach to customers, contract negotiations, and timely contract renewals.
• Work closely with customers to understand their needs, address concerns, and provide solutions to ensure a seamless renewal experience and customer satisfaction.

1. Customer Relationship Management:

• Build and maintain strong relationships with existing customers, serving as the main point of contact for renewal inquiries, contract negotiations, and account management.
• Conduct regular check-ins with customers to assess satisfaction levels, identify upsell opportunities, and address any issues or concerns.

1. Upsell and Cross-Sell:

• Identify upsell and cross-sell opportunities during the renewal process, leveraging knowledge of customer needs, usage patterns, and product offerings to maximize revenue potential.
• Collaborate with sales and account management teams to develop and execute upsell strategies and drive incremental revenue growth through contract expansions and add-on services.

1. Contract Administration:

• Ensure accuracy and completeness of contract documentation, including contract terms, pricing, and renewal agreements, in compliance with company policies and procedures.
• Maintain organized records of contract renewals, customer communications, and account updates in CRM systems and databases.

1. Performance Tracking and Reporting:

• Track and monitor renewal performance metrics, including renewal rates, churn rates, and revenue retention, and provide regular reports and analysis to management.
• Identify trends, insights, and areas for improvement to optimize renewal processes and drive continuous improvement in renewal rates and revenue outcomes.

Requirements:

• Experience in sales, account management, or customer success roles, with a proven track record of managing renewal processes and driving revenue growth in a B2B environment.
• Strong customer service and relationship management skills, with the ability to build rapport, communicate effectively, and resolve customer issues or concerns.
• Excellent negotiation, persuasion, and influencing skills, with a focus on driving win-win outcomes for customers and the company.
• Detail-oriented with strong organizational and time management skills, able to prioritize tasks and manage multiple renewals simultaneously.
• Experience with CRM systems (e.g., Salesforce) and proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

KPIs

• Calling renewals and achieving a target of 80% both financially and client wise.
• Reaching out to pending orders

This position is responsible to the Sales Manager.