Renewal Specialist

Description

Navigate360 Summary:
Every child deserves to feel safe at school every single day, and this requires a layered, holistic approach to safety and well-being. That is why Navigate360 developed a platform of solutions tailored to the unique needs of schools and educators. Focusing on school administrators’ challenges in keeping students and staff safe, both physically and psychologically, we provide solutions that enable effective safety, intervention, culture, and climate programs.

Position Overview:

The Renewal Specialist is responsible for proactively managing customer accounts to ensure the highest possible renewal rates for our recurring revenue stream. This individual will work closely with internal teams and customers to drive retention strategies, address customer needs, and uncover opportunities for expansion.

Duties / Responsibilities:

Renewal Management:

• Manage and execute the renewal process for assigned customer accounts, including retaining and negotiating recurring contracts.
• Collaborate with Sales and Marketing to establish targeted campaigns and activities designed to maximize customer retention.
• Proactively identify at-risk customers and develop strategies to address their concerns and improve renewal outcomes.

Pipeline Management & Expansion Forecasting

• Utilize Salesforce to manage and track account growth opportunities, ensuring accurate forecasting for cross-sell and upsell activities within the book of business.
• Proactively identify opportunities for growth through cross-selling and upselling while fostering renewal discussions to solidify long-term partnerships.
• Responsible for managing both Gross Retention and Net Retention rates, providing accurate retention and expansion forecasts.

Customer Engagement:

• Partner with the Customer Success team to ensure customers are achieving their desired outcomes and addressing any engagement gaps.
• Engage directly with customers to resolve renewal-related questions and concerns, ensuring high satisfaction throughout the renewal process.
• Advocate for customers internally, collaborating with Product Management and other departments to address feedback and improve the overall customer experience.

Performance Metrics and Goals:

• Achieve established recurring revenue targets and renewal term goals.
• Meet objectives related to annual price increases and renewal completion timelines.
• Assist Finance in resolving renewal disputes efficiently and effectively.

Reporting and Analysis:

• Collaborate with Revenue Operations to deliver regular forecasts on recurring revenue and identify potential areas of churn.
• Track and analyze customer churn trends to inform business decisions and strategies.
• Provide insights to the leadership team on recurring revenue performance and identify opportunities for process improvement.

Required Qualifications:

• Bachelor’s degree in business or a related field.
• 3 years of experience in renewals, account management, or sales.
• Strong proficiency in Salesforce or similar CRM tools.
• High competency in Excel, including analysis and reporting capabilities.
• Excellent verbal and written communication skills.
• Strong organizational skills with a focus on detail, particularly in managing pipeline and forecasting.
• Familiarity with customer management tools and technologies (e.g., Salesforce, Gainsight, Office365).

Preferred Qualifications:

• Master’s degree in business or a related field.
• 5 years of experience in renewal management or customer retention roles.
• Prior experience in EdTech is a plus.

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement. 

Qualifications