[Hiring] Renewal Account Manager, CX @NICE

Role Description

The Renewal Account Manager, CX will be accountable for assisting customers, Suite Account Managers (SAM), and Account Executives (AE) with contract renewals and negotiations of these renewals. Specifically, this position is responsible for:

• Retaining customers during the negotiation process.
• Growing and retaining revenue with annual or CPI increases and specific product additions.
• Meeting team and individual goals related to their tasks.

How will you make an impact?

• Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiate contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, maintaining and increasing revenue through effective contract negotiations.
• Partner with SAMs, AEs, Technical Account Managers (TAMs), and the Finance team to represent the best interest of NiCE and revenue retention goals.
• Partner with the finance team to ensure healthy price points.
• Extend contracts for multiple years.
• Become intimately familiar with customer contracts and NiCE billing methods.
• Maintain working knowledge of competitors and develop strategies for counter offers and retaining customers.
• Maintain working knowledge of NiCE products/services.
• Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the customer.
• Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
• Communicate effectively and professionally with internal and external stakeholders.
• Investigate areas of risk and prepare course of action/recommendations to minimize risk.
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities.

Qualifications

• Bachelor’s degree in Information Technology or Business Administration or related field or equivalent work experience.
• 4+ years applicable experience in contract negotiation.
• 4+ years in contact center or service delivery.
• Experience with SAAS billing models.
• Demonstrated experience in a fast-paced environment and meeting customer contract timelines.
• Demonstrated experience working independently with little to no daily supervision.
• Ability to pivot between negotiation projects.
• Ability to multitask responsibilities.
• Exhibit adaptability and responsiveness by embracing change and implementing necessary adjustments to support evolving business needs and customer expectations.
• Thrive in uncertain environments by maintaining focus and productivity amid incomplete information or shifting parameters.
• Tracking and reporting on renewal metrics, such as renewal rates.
• Innovative with strategic ideas and approaches in negotiation.
• Problem solving and critical thinking skills.
• Ability to effectively communicate with high-level customer stakeholders such as CEOs, CTOs, and CFOs.
• Efficient with Microsoft Office applications, PowerPoint, and Salesforce.

Bonus Experience

• Account Management or sales experience.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.