Renewal Specialist, LATAM
4 semanas atrás
As a key member of Absolute Software's go-to-market team, the Account Renewal Manager, Latin America will be responsible for leading the end-to-end renewal process for a portfolio of assigned Latin American customer accounts. This role requires a strategic thinker who can quarterback the renewal process, ensuring successful renewals and attainment of quarterly retention targets.
Key Responsibilities:
- Renewals Management
- Direct ownership of a portfolio of customer accounts with responsibility for securing successful renewals, measured by gross retention rate
- Lead the end-to-end renewal process from a commercial account management perspective
- Partner closely with Customer Success and Technical Account Managers to ensure customer value outcomes are realized
- Consult with customers to identify best-fit product editions, services/support, and licensing models
- Identify opportunities for expansion and upsell, then partner with Sales on close plans
- Manage customer contracts, license agreements, and commercial negotiations
- Align with Absolute's channel partners to prepare and present renewal quotes to customers
- Be the internal "voice of the customer" while balancing the needs of the organization
- Proactively identify risks to the renewal process, and escalate accordingly, collaborating with internal teams to mitigate risk with customer-first solutions
- Customer Engagement
- Proactively engage with customers throughout the customer lifecycle to ensure customer health, usage/adoption, and satisfaction criteria are achieved
- Build and strengthen customer relationships at executive, influencer, and contributor levels
- Present Absolute product web demos to existing customers as a solution to their needs
- Become a trusted advisor and product expert to all customers regarding endpoint management and security
- Share customer best practices and acquire customer references
- Opportunity Management
- Ensure customer and contacts data is continually up-to-date
- Maintain a rolling 12-month forecast of upcoming renewal opportunities
- Monitor account health/risk indicators
- Execute renewals management playbooks and calls-to-action in line with Absolute's customer lifecycle management best practices
- Input and record pertinent meetings, emails, phone calls, and supporting customer data to ensure seamless customer support
- Utilize best-of-breed sales & customer management platforms (SFDC, Clari, Gainsight, etc.)
Requirements:
- Fluent in English and Spanish (required)
- Experience in SaaS technology customer-facing roles such as sales, account management, customer success, or renewals/contracts management
- Demonstrable ability to quarterback the end-to-end renewals sales process (timelines, dependencies, risk management, multi-level stakeholder engagement)
- Successfully track record of attaining and exceeding quota targets
- Ability to take ownership of a book of renewals business, including forecasting, pipeline management, risk mitigation, contract negotiation
- Experience working in multiple types of SaaS agreements and licensing models
- Demonstrable ability to negotiate win-win contracts
- Creative problem solver with a customer-first mindset
- Strong collaborator with internal stakeholder groups
- Agility to adapt to evolving operational processes
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