[Hiring] Renewals Specialist @Fortra

Role Description

This role involves managing the renewal process and ensuring best-in-class customer retention through a customer-focused billing strategy and strong collaboration.

• Manage the renewal process, from quoting, contract facilitation, internal approvals, to ensuring the Order is processed adhering to Customer Operations SLA’s.
• Ensure all Renewal and Sales activities are within the approval guidelines to protect and drive a positive increase to ARR.
• Proactively provide customers with a renewal proposal 90 days prior to renewal date.
• Communicate changes in ARR against planned renewal bookings & losses.
• Negotiate special pricing and validate at point of order.
• Maintain accurate customer data in CRM systems.
• Provide service to customers via telephone and email regarding licensing, renewal, billing, or sales inquiries.
• Partner with cross-functional teams to provide seamless customer support (Sales, Customer Success/Client Advocate, Support).
• Manage attrition for assigned customers by handling any requests to cancel renewal contracts.
• Coordinate with necessary departments to identify opportunities to save the renewal, help drive retention and resolve customer issues.
• Maintain accurate health/risk status for assigned customers by routinely reviewing key indicators, such as support requests, implementation status, and usage.
• Assist Accounts Receivable on aging invoices by attending to unresponsive customers, invoice revisions, and customer requests relating to payment.
• Contact customers at various points during their renewal term to identify opportunities for upsell and ensure overall customer satisfaction.
• Reach out to new customers to ensure successful onboarding.
• Assist with Export license requests when necessary.
• Perform additional duties and projects as assigned by management.

Qualifications

• Minimum two years customer service experience or equivalent education and experience
• Basic skills in Microsoft Office products, including Outlook, Word, PowerPoint, and Excel
• Ability to calculate pricing, including margins, discounts and increases
• Must be able to manage and prioritize multiple tasks
• Detail oriented, self-motivated, resourceful, and reliable
• Proficient verbal and written communication skills, including email etiquette
• Professional disposition with a customer service focus
• Ability to work with minimal supervision, both independently and within a team
• Creative problem-solver who acts confidently – spearheading solutions to problems that arise
• Basic negotiation skills
• Have tolerance for ambiguity and complexity, while working efficiently in a fast-paced environment
• Basic knowledge of internal reporting tools (CRM systems, Power BI, and others as needed by brand)
• This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

Company Description

We are an equal opportunity employer and encourage applications from candidates of all backgrounds. We do not require “Canadian work experience”; all relevant experience will be considered. This posting is for an existing vacancy.

Expected Compensation: C$55,000 - C$65,000

At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.