Renewal Account Manager

What you get to do in this role:

• Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from ServiceNow.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed.
• Engage customer in conversations around renewal readiness, timing and general customer needs.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

Requirements

To be successful in this role you have:

• 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity.

• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.

• Advanced proficiency with contract renewal processes.

• Experience building relationships with peers and partners.

• Excellent customer management skills; including sales, account management, and customer service.

• Personal initiative to identify areas of process improvement and efficiency.

• Strong work ethic and quota achievement.

• Deep expertise with a SaaS model focused on enterprise software preferred.

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