[Hiring] Inside Renewals Specialist @NWN Carousel

Role Description

The Inside Renewals Specialist role is responsible for retaining and growing a portfolio of high-volume customer accounts by driving timely, accurate renewals and identifying upsell and cross-sell opportunities in partnership with Account Executives, Sales management, and Customer Success.

• Proactively manage and drive the renewal process for an assigned portfolio of high-volume accounts, ensuring contracts renew on time and with minimal disruption to the customer relationship.
• Build and maintain strong customer relationships, understanding each account's needs and positioning the value of NWN’s offerings to meet them.
• Partner with Account Executives, Sales management, and Customer Success to identify upsell and cross-sell opportunities within the renewal portfolio.
• Develop accurate, compelling renewal and expansion proposals, ensuring pricing is correct and terms align with each customer's goals.
• Maintain and track the renewal pipeline, ensuring renewal milestones are met on schedule and that opportunities for additional revenue are identified and pursued.
• Analyze customer purchase and renewal history to inform renewal strategy, pricing, and expansion recommendations.
• Identify and drive process improvements for the renewal workflow, adopting automation and tools where appropriate.
• Coordinate with internal teams, including Sales, Customer Success, Engineering, and Finance, to resolve customer issues that surface during the renewal cycle.
• Report regularly on renewal activity, pipeline health, and performance metrics to Sales management and other stakeholders.
• Perform other duties as assigned.
• Comply with all policies and standards.

Qualifications

• Bachelor's degree required; equivalent combination of education and work experience will be considered in lieu of a degree.
• 2 to 3 years of experience in sales, renewals, or customer success, ideally within a technology environment.
• Experience managing renewal pipelines, customer portfolios, and revenue retention activities.
• Experience partnering with Sales, Customer Success, Engineering, Finance, and other internal teams to resolve customer issues and support renewal outcomes.
• Strong verbal and written communication and interpersonal skills, with the ability to effectively partner with cross-functional teams.
• Proven ability to manage a portfolio of high-volume accounts and prioritize competing tasks in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience with CRM systems and sales tools, with an emphasis on maintaining accurate records and managing renewal pipelines.
• Ability to work independently and take ownership of tasks while contributing to team goals and initiatives.
• Ability to think strategically about customer retention and revenue growth, proactively identifying opportunities for improvement.
• Demonstrated ability to take initiative, lead projects, and influence outcomes in a collaborative environment.
• Commitment to cultivating a positive, high-integrity team culture that prioritizes customer success and continuous improvement.
• Ability to navigate ambiguity and make decisions with limited oversight in a high-growth, fast-paced organization.
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.
• Remote: Job duties are performed from the employee’s home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Benefits

• Comprehensive benefits package including medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Income protection through disability and life insurance.
• 401(k) with company match.
• Unlimited PTO and paid company holidays.
• Hybrid/remote work options.
• Paid bonding leave for eligible employees.
• Employee discounts and access to our Employee Assistance Program (EAP).
• Additional offerings including accident, critical illness, long-term care, and hospital indemnity coverages.
• Legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.