Junior / Associate Customer Success Renewal Specialist

Location

São Paulo, SP | Brazil

Job description

Junior / Associate Customer Success Renewal Specialist - Hybrid 

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Junior / Associate Customer Success Renewal Specialist is responsible for the on-time execution of renewals processes and contracts and for supporting SAS’s customer retention and renewal strategies. Associate Renewal Specialists will be owning and executing a portfolio of renewal contracts in an assigned territory. They are responsible for minimizing financial attrition and passing insights back to the business. Associate Renewal Specialists are responsible for ensuring that their customers are set up for success while optimizing financial outcomes

As a Renewal Specialist, you will:

• For non-complex customer renewals, serve as primary contact to develop and execute win/win negotiation strategies while protecting and enhancing customer trust.
• 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.
• Own, drive and manage the renewals process in collaboration as directed by the Renewals Manager.
• Fulfills a wide range of requests for information from customers including invoicing inquiries.
• Proactively identifies and resolves internal coordination issues to meet customer requirements within operational and legal parameters.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Provide rapid, focused response to customer and Customer Success Manager requests including via sales processing procedures (COMMIT).
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
• Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales needs.
• 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.
• 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.
• As needed, connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• May be involved in increasing renewal revenue at each stage of the customer journey working with a cross-functional SAS team.
• Pro-actively identify customer needs and refer to Customer Success Manager/Sales Manager /Account Manager for follow-up.
• As needed, partner with Account Executives/Customer Success Managers/ Enterprise Negotiations, Licensing Operations and Sales Operations to fully understand and develop a clear renewal strategy for each customer based on data driven decisions

Required Qualifications

• Strong English skills.
• Associate degree, preferably in Business, Marketing, MIS (Computer Sciences) or related field.
• Typically requires 0-2 years’ experience. Experience in sales, business partner relationship development, or technical functions within the technology industry preferred.
• Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.
• You’re curious, passionate, authentic and accountable. These are our and influence everything we do.

Preferred Qualifications

• Good understanding of SaaS/subscription-based renewals models, application, and sales techniques.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Strong customer communication skills for renewal conflict resolution

Benefits Highlights

• Flexible working hours / Hybrid working model.
• Top class health and dental insurance, wellness program, language education support with GoFluent.
• Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.
• Paid holidays and christmas break. 

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

Additional Information:

Job level will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact [email protected].

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Job tags

Salary