Renewal Specialist

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

📋 Description

• The Renewal Specialist holds a crucial role that blends relationship management, contract negotiation, and client satisfaction equally.

• This position involves collaborating with current Docusign customers, overseeing accounts within the SMB market to ensure their satisfaction and the renewal of their subsequent contracts.

• The Renewal Specialist is responsible for customer retention throughout the annual renewal process, proactive client engagement, accurate forecasting, and fostering growth with clients in partnership with internal teams and the wider Docusign partner ecosystem.

• Retain and expand customer accounts, including fostering increased commitment.

• Cultivate and utilize customer relationships to enhance retention rates.

• Manage the renewal process and negotiate complex contracts with multiple variables.

• Formulate a strategy to guarantee timely renewals of assigned accounts.

• Provide precise and timely forecasts on a weekly basis.

• Track outstanding renewals and establish a comprehensive follow-up system.

• Coordinate with internal teams to facilitate the smooth processing of customer quotes and renewals.

• Identify growth opportunities within accounts at the time of renewal.

• Communicate potential risks to management and spearhead resolution strategies.

• Collaborate with the CSM / CSAM to ensure effective campaign operations.

• Conduct business reviews for low-adoption customers needing one-on-one engagement.

• Serve as the primary point of contact for renewals, utilizing the internal organization to address customer needs.

• Act as the customer advocate by continually seeking improvement areas and methods to enhance customer retention through superior product and service delivery.

• Perform additional duties as assigned by management.

⛳️ Requirements

• A minimum of 1 year of experience in B2B sales or account management with a focus on customer renewals.

• A Bachelor’s degree or equivalent is required.

• Experience in B2B sales or account management specifically related to customer renewals in the technology or software sector.

• A proven history of success in managing a high-volume portfolio of accounts.

• A demonstrated track record of exceeding quotas in previous roles.

• Proven capability to thrive in a fast-paced environment.

• Strong time management, organizational, and multitasking skills are essential.

• Excellent verbal and written communication abilities, particularly at the executive level.

🏝️ Benefits

• Docusign is dedicated to providing reasonable accommodations for qualified individuals with disabilities throughout our job application processes.

• Flexible work arrangements.

• Opportunities for professional development.