Renewal Manager I - Future Talent

Job Description

The Renewals Specialist I will be proactively reaching out to customers to increase service agreement renewals. The Renewals Specialist I will be responsible for driving account renewals 120 days prior to contract expiration and executing all renewal back-end work in a timely manner for all responsible accounts. The ideal candidate must be a self-starter, results-driven individual, with strong interpersonal skills who adapts well to a fast-paced environment, providing a high degree of service and responsiveness to our customer and business needs. Success in this role requires a high level of organization and coordination with cross-functional teams such as Customer Success, Account Managers, Legal, Finance, and others. The Renewals Specialist I will be measured by their renewal rate, timeliness of renewal contracts, and ability to effectively manage each interaction. The Renewals Specialist I reports to the Manager, Renewals.

 

Headquartered in Holmdel, NJ, iCIMS is a high-growth Software-as-a-Service (SaaS) company that was recently named #16 on Glassdoor’s 2019 Best Places to Work list. With multiple locations across the U.S. and around the globe, we are the industry’s #1 recruitment software provider, delivering technology that supports approximately 4,000 contracted customers. Dedicated to maintaining an inclusive, inspirational and innovative work environment, and committed to our consistent growth, we have a wide range of opportunity for career advancement within our organization. Come grow with us—apply today!

 

Responsibilities

 

• Owns the renewal experience in close partnership with the assigned Customer Success Manager and/or Account Manager to provide a customer service experience second to none
• Reviews, revises, and delivers renewal quotes to customers
• Follows a defined process and SLAs for delivery of renewal quote
• Negotiates renewal commercial terms directly with customers
• Coordinates and supports Account Manager regarding growth opportunities tied to a renewal
• Leads the renewal quote with support from the Account Manager
• Evaluates existing customer service agreements and services in collaboration with Account Manager
• Works closely with Account Managers to make recommendations on service upgrades
• Coordinates play for ‘At Risk’ accounts with the Customer Success Manager and Account Manager
• Engages internally for legal, financial, product and/or service concerns with the customer
• Develops, submits, and manages Renewal Forecast and reports up to management
• Continuously kaizen the renewal experience by connecting with clients to determine ongoing satisfaction; provides demonstrated value of iCIMS product services and emphasizes the client’s return on investment
• Manages the contract renewal process inclusive of affirming and/or reestablishing the value of iCIMS software to all key client stakeholders and presenting our long-term vision as a technology partner
• Engages with customers to identify growth opportunities and at-risk situations; escalating those instances to the appropriate resources within iCIMS who will execute those transactions
• Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS’ core competencies

Qualifications 


• A minimum of 1 year of renewals, account management or customer success management experience required, preferably in the HR services or Software-as-a-Service space or equivalent HR talent platform
• Exceptional time and project management skills. Ability to manage workload while understanding return on time investment
• Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none
• Exceptional written and verbal communication and interpersonal skills.  Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to differing audiences within a customer engagement
• Basic sales acumen and drive to participate in a sales environment with quota responsibilities
• Computer literate; proficiency with Microsoft Office (PowerPoint, Excel, Outlook), experience with Salesforce or another Customer Relationship Management software preferred. Must be able to quickly grasp new technology
• Ability to clearly present material and effectively overcome objections
• High degree of comfort managing multiple, competing priorities in ambiguous environments
• Able to communicate with and influence multiples layers of organizations, including Senior Leadership. Through a constant presence, becomes aware of changes in a customer’s organization and adjusts approach accordingly
• Ability to work effectively within a fast paced, changing environment that is going through high growth. Effective time management skills
• A self-starter with the demonstrated ability to take initiative, who can proactively identify issues/opportunities, recommend actions and follow through to effective resolution
• Ability to work independently with little oversight to deliver on deadlines and ensure timeliness of renewals
• Strong results orientation with a proven track record of flawless execution and strong attention to detail
• Demonstrated customer service orientation. Creates and sustains ongoing forums that encourage two-way communication opportunities
• Basic understanding of fundamentals of human resources and employment process
• Ability to work both independently and within a team environment

 

Education/Certifications/Licenses Required:
• BA/BS preferred or relevant work experience

 

iCIMS is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, protected veteran status or disability status and will not be discriminated against on the basis of disability. 

 

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.