Your Title: Renewals Specialist
Job Location: UAE, Dubai
The Renewals Specialist role is responsible for owning and executing the renewal lifecycle with our current customer base. This position is responsible for increasing retention, minimizing churn, locking in the most favorable terms, identifying growth opportunities, and passing insights back to the business. The ability to create strategic partnerships with our customers and internal stakeholders, such as Sales and Customer Success, is essential to be successful in this position. The Renewal Specialist is responsible for ensuring that our customers are set up for success while optimizing financial outcomes.
Essential Duties & Responsibilities
- Responsible for cultivating, influencing, and securing account renewals while protecting and enhancing customer trust.
- Execute all phases of the renewal process, including account review, notifying the customer, quote creation, and executing win/win strategies to close the renewal.
- Partner and collaborate with internal resources such as Customer Success, Sales, Product Management, and Legal to develop renewal strategies for each customer based on data-driven decisions.
- Identify customer requirements early on, uncover roadblocks and demonstrate strong communication skills to drive the renewal to on-time closure.
- Adopt new initiatives and programs proactively.
- Monitor at-risk renewals/accounts and develop a plan of action.
- Meet or exceed quarterly and annual renewal goals.
- Prepare activity and forecast reports as requested.
Competencies
- Strong customer-service orientation and commitment to ensuring timely and quality solutions to customer issues.
- Proven success in managing customer relationships.
- Strong interpersonal skills and ability to excel in a team-oriented atmosphere.
- Project management skills and the ability to handle multiple projects simultaneously.
- Demonstrates accuracy and thoroughness while monitoring own work to ensure quality.
- Presents numerical data effectively.
- Exceptional analytical and problem-solving skills.
- Strong written and verbal communication skills to effectively interact and communicate with all organizational levels.
- Self-motivated, with high energy and an engaging level of enthusiasm.
- Handles confidential and sensitive information and records with a high degree of discretion, diligence, and good judgment.
- Demonstrate the ability to develop and work on resources for internal and external customers.
Qualifications
Required
- Bilingual - Fluent in Arabic and English
- Associate's degree preferably majoring in Finance, Accounting, or Business, plus one to three years of experience in customer support, service and/or management, accounts receivable or equivalent experience.
- Sales and/or customer service experience.
- Background with sales processes, including quoting, billing, and contracts, is a plus.
- Must have excellent written and verbal skills in order to move and communicate across functional groups and levels.
- Basic Project Management skills/experience are a must.
- Ability to develop ongoing improvements and processes to enhance team performance.
- Ability to interface with C-Level executives and owners.
- Background with sales processes, including quoting, billing, and contracts, is a plus.
Preferred
- A bachelor's degree in Finance, Accounting, or Business is desirable with an Enterprise software company.
- One to three years of experience working with software solutions for the construction industry.
- Solid understanding of order processing and coordinating with functional departments.
- Demonstrated experience in supporting a sales or financial-oriented organization.
- Salesforce and NetSuite experience.
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