Renewal Specialist📣 Job Ad

About the Role

Nexthink, a leader in Digital Employee Experience, is seeking a Contract Renewal Specialist to join its Global Sales Operations team. This full-time position is based in the company's Madrid office. The primary objective of this role is to manage and facilitate the renewal process for contracts and subscriptions with Nexthink's partners and clients, with a focus on retaining and increasing subscription revenue from existing customer accounts.

Key Responsibilities

• Contract Renewals: Collaborate with clients to understand their needs, negotiate renewal terms, and maximize renewal rates. Drive the necessary activities for the timely and accurate completion of paperwork, including quotes and order processing. Establish and maintain a framework to track, manage, and optimize renewal contracts.
• Client Communication: Maintain consistent communication with clients throughout the renewal cycle, including proactive outreach and follow-up to ensure a smooth experience. Address client inquiries and provide information on the benefits of renewal.
• Customer Retention: Focus on retaining existing customers by building and nurturing strong relationships. Identify opportunities for upselling or cross-selling additional products or services.
• Data Analysis: Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities related to renewals. Develop strategies to enhance customer retention based on this analysis.
• Negotiation: Skillfully negotiate contract terms, pricing, and details with clients to achieve mutually beneficial outcomes.
• Documentation: Maintain accurate and up-to-date records of all client interactions, contract details, including Terms & Conditions, and renewal processes. Ensure all documentation adheres to company policies and industry regulations.
• Collaboration: Work closely with sales, marketing, and customer support teams to gather information, resolve customer concerns, and streamline the renewal process.
• Forecasting & Reporting: Provide accurate forecasts and generate reports on key renewal metrics, such as renewal rates and customer satisfaction scores. Present findings to management to support strategic decision-making.
• Customer Education: Inform clients about the value of continuing their relationship with Nexthink, highlighting new features, benefits, or improvements implemented since their initial contract.

Qualifications and Experience

• A minimum of 2 to 5 years of experience in a similar role.
• Fluency in both English and Arabic is mandatory.
• Strong business acumen, superior negotiation skills, and a customer service mindset are essential.
• Experience within a SaaS company is required; experience in a high-growth scale-up environment is considered a plus.
• Proficiency in Salesforce is a plus.

Personal Attributes

• Highly organized with a strong attention to detail.
• Demonstrates effective teamwork, independence, and a proactive, energetic approach.
• Resourceful and successful in a fast-paced environment.

Work Environment

This is a full-time position based in the Nexthink Madrid office. Employees are expected to work from the office a minimum of 3 days per week.