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Renewals Specialist Jobs
Company | Customer.io |
Address | United States |
Employment type | CONTRACTOR |
Salary | |
Category | Software Development |
Expires | 2023-07-23 |
Posted at | 10 months ago |
Hi, I'm Erik, Director of Premium Contracts at Customer.io . We're looking to add another Renewal Specialist to our fast-growing team.
- Reviewing customer usage over the prior year to make recommendations on new plan limits. This consists of not just pricing new contracts, but being able to speak to their profile and message usage in detail.
- Manage the renewal timetable for customers in your cohort
- Engaging with customers to encourage a renewal of their 12-month contract with us, ideally at a higher value than the prior period.
- Working closely with our Billing team to ensure that pricing and plan details are internally set up for success.
- Being familiar with our Product Roadmap so that you can get customers excited about their next 12 months with us
- Create proposals/quotes for renewals and present them to customers, taking them through to a closed contract
- Being a sounding board for the customers that you are working with on their renewals; you don't need to solve their problems, but you should feel confident taking their feedback and passing it back to their CSM.
- Task CSMs with introducing their customers to you in plenty of time for renewal, and making sure that you have everything you need to enter the conversation with confidence.
- You’ve got a thirst for knowledge, and are keen to understand our app
- You are detail-oriented and thorough in your work
- You enjoy working with numbers. We don't need a math whiz - we have plenty of tools to help you! But you'll be doing lots of negotiating and bouncing ideas around with customers and the team.
- Patience! The renewal process takes on average 35 days to complete so it requires someone who can play somewhat of a long game.
- You enjoy solving problems independently but aren’t afraid to ask for help or collaboration when you need to
- You have a growth mindset - our ideal scenario is to get some level of growth in each renewal.
- Teamwork is a strength of yours. You'll work closely with the Success Team and the Billing Team, both as a supporter and the person being supported.
- You’re calm under stress and not easily rattled
- You’re curious and enjoy learning about different businesses and industries
- You are located in the GMT time zone or the EU.
- You aren’t afraid to present new process ideas internally that create a better customer experience
- You have a background in SaaS
- You’re opinionated about customer experience for a business and in general. In order to give renewal advice to customers, you should have well-formed opinions!
- You have experience collaborating with other teams to achieve your goals
- You’ve worked in a company handling renewals or contracts before
- Bonus points: You can speak a second language
- Flexible schedule, work anywhere you want! - as long as you have a reliable internet connection and some overlapping work time with your manager, you can work where and when you want
- Unlimited PTO - we encourage 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
- Opportunities to meet in person with your peers throughout the year
- 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
- Co-working space reimbursement - Up to $300 USD per month for those times you'd prefer to work in a co-working environment
- Learning + development - Up to $2,000 USD reimbursement per year to use on conferences, books, classes, or workshops - anything that will help you develop your skills
- 1 month paid sabbatical after four years at Customer.io - to treat yourself to a vacation or spend however you choose
- Home office stipend - Up to $2,000 USD to help you get your home office set up so you can do your best work
- 16 weeks of paid parental leave - for birth, adoption, or foster care
- Internet + cell phone reimbursement - Up to $200 USD per month for your internet and cell phone plans
- Health and wellness allowance - Up to $200 USD per month that can be used for your healthy living needs, including gym membership, acupuncture, massage, or bike repairs
- 100% medical, dental, vision, and supplemental insurance for you and your dependents
- 45-minute video call with the Hiring Manager
- Assignment Review Call with two potential team members
- Take Home Assignment
- 30-minute video call with a Recruiter
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