Renewal Account Manager, CX

This is a fully remote position, open to applicants in United States.

📋 Description

• Support customers, Suite Account Managers, and Account Executives in contract renewals and negotiations.

• Retain customers throughout the negotiation phase.

• Enhance and sustain revenue through annual or CPI increases along with specific product additions.

• Achieve team and individual objectives related to renewal activities.

• Prepare and evaluate financial reports and contractual documents for internal renewal discussions.

• Engage with clients directly to comprehend renewal objectives and desired outcomes.

• Negotiate terms, pricing, and other contract details.

• Collaborate with SAMs, AEs, TAMs, and Finance to bolster revenue retention initiatives.

• Work alongside Finance to ensure competitive pricing strategies.

• Extend contracts for multiple years.

• Maintain comprehensive knowledge of customer contracts and NiCE billing practices.

• Monitor competitors and devise counteroffer and retention strategies.

• Keep abreast of NiCE products and services.

• Ensure consistent messaging to customers in collaboration with TAMs, SAMs, and AEs.

• Track client retention and revenue growth utilizing Salesforce and Excel.

• Communicate professionally with both internal and external stakeholders.

• Identify risks and prepare recommendations for their mitigation.

• Create contract documents, presentations, emails, and spreadsheets related to contract management activities.

⛳️ Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent professional experience.

• Over 4 years of relevant experience in contract negotiation.

• More than 4 years of experience in a contact center or service delivery environment.

• Familiarity with SaaS billing models.

• Proven experience in a fast-paced environment while adhering to customer contract deadlines.

• Ability to work independently with minimal daily supervision.

• Capacity to switch between various negotiation projects.

• Proficient in multitasking responsibilities.

• Adaptable and responsive to evolving business needs and customer expectations.

• Ability to maintain focus and productivity in the face of incomplete information or changing parameters.

• Experience in tracking and reporting renewal metrics, such as renewal rates.

• Innovative in developing strategic ideas and approaches for negotiations.

• Strong problem-solving and critical-thinking abilities.

• Effective communication skills with high-level customer stakeholders, including CEOs, CTOs, and CFOs.

• Proficiency in Microsoft Office applications, PowerPoint, and Salesforce.

• Experience in Account Management or sales is a plus.

🏝️ Benefits

• Dynamic, collaborative, and innovative work environment.

• Opportunities for learning and professional growth.

• Internal career advancement opportunities across various roles, disciplines, domains, and locations.

• Commitment to equal opportunity employment.