Renewal Specialist

About Chargebee Chargebee is a subscription billing and revenue management platform powering some of the fastest-growing brands around the world today, including Calendly, Hopin, Pret-a-Manger, Freshworks, Okta, Study.com, and others. Thousands of SaaS and subscription-first businesses process over billions of dollars in revenue every year through the Chargebee platform. Headquartered in San Francisco, USA, our 500+ team members work remotely throughout the world, including India, the Netherlands, Paris, Spain, Australia, and the USA. Chargebee has raised over $480 million in capital and is funded by Accel, Tiger Global, Insight Partners, Steadview Capital, and Sapphire Ventures. And we’re on a mission to push the boundaries of subscription revenue operations. Not just ours, but every customer and prospective business on a recurring revenue model. Job Summary: Chargebee is looking for a dedicated and results-driven Renewal Specialist to join our dynamic team. As a Renewal Specialist, you will play a crucial role in ensuring the ongoing satisfaction and retention of our valued customers. Your primary responsibility will be managing the renewal process, building strong customer relationships, and collaborating with cross-functional teams to drive successful renewals. Roles and Responsibilities:

• Serve as primary contact to develop and execute win/win negotiation strategies for medium to large account contract renewals that optimize contract terms while protecting and enhancing customer trust. Own, drive and manage the renewals process in collaboration with the account team.
• Ensure successful and on-time renewals for the account prior to the contract end date and executing all renewal back-end work in a timely manner for the assigned customer base.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Partner with Account Executives/CSMs/ Enterprise Negotiations, Licensing Operations and Sales Operations to fully understand and develop a clear renewal strategy for each customer based on data driven decisions.
• Provide rapid, focused response to customer and CSM requests including via sales processing procedures.
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
• Secure and validate renewal orders, driving maximum renewal and up-selling from the install base which includes confirming the delivery of quote to partners/end customer and facilitate the order Processing and approval of Purchase orders.
• Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales deeds.
• Provide executive management with complete visibility to renewals and solicit executive involvement and escalate as required.
• Accurately maintain/update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated to develop resolution strategies.
• Follow and adhere to best practices for all internal processes including Opportunity Management, Data Quality, Quoting and Forecasting.
• Engage in strategic account planning with key stakeholders across the business to ensure accountability across teams. Act as a Renewals brand ambassador.
• Collaborate with internal resources such as Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, Legal, and Sales and Revenue Operations to develop comprehensive 'win' strategies for a seamless customer experience & to resolve complex issues.
• Adopt new initiatives and programs pro-actively and act as a subject matter expert and mentor to other members of the extended team.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.
• May be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team.
• Promotes value proposition of upgrades (up-sell/cross-sell opportunities) and renewals to maximize return on SAS’s products and solutions.
• Proactively identify customer needs and refer to CS Manager/Sales Manager /Account Manager for follow-up.

Required Qualifications

• Good understanding of SaaS/subscription-based renewals models, application, and sales techniques.
• Strong negotiation and objection handling skills that allow for value-based contract negotiations at the CXO level, involving multi-year contracts as well.
• Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise
• An experienced professional with a full understanding of the area of specialization; resolves a wide range of issues in creative ways. Strong customer communication skills for renewal conflict resolution
• Bachelor's degree in any discipline, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
• Has demonstrated success in a Sales Management, Renewal Account Management or Licensing Operations, or Customer Success capacity. Strong focus on negotiating contracts.

Preferred Qualifications

• Knowledge of SAS products, solutions and services, cloud technologies preferred.
• Strong process management, financial acumen, and adherence to policy
• Experience with enterprise CRM applications.
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
• Stays abreast of related industry trends and technologies.

We are Globally Local With a diverse team across four continents, and customers in over 60 countries, you get to work closely with a global perspective right from your own neighborhood. We value Curiosity We believe the next great idea might just be around the corner. Perhaps it’s that random thought you had ten minutes ago. We believe in creating an ecosystem that fosters a desire to seek out hard questions, and then figure out answers to them. Customer! Customer! Customer! Everything we do is driven towards enabling our customers’ growth. This means no matter what you do, you will always be adding real value to a real business problem. It’s a lot of responsibility, but also a lot of fun.