Job Purpose
As part of the Renewal Desk team, you will be responsible for managing the renewal process and acting as a point of contact for a variety of customer needs, ensuring customer retention and account growth. You will be reporting to the Manager, Commercial Operations – Renewal Desk, in our Commercial Operations organization at ICE Mortgage Technology.
Responsibilities
- Own customer renewals from initiation to close, including quotation and negotiating contracts
- Retain and increase subscription revenue in existing customers
- Update renewal forecast on a weekly basis and report up to management
- Collaborate with Sales, Business Development, and Customer Success to develop strategies for upcoming renewals
- Communicate directly with customers to answer questions and address issues through different channels
- Strong level of urgency, organization, and prioritization skills
- Ensure accurate data and reporting in CRM
- High-level understanding of renewals across multiple product lines
Knowledge and Experience
- 3+ years of experience in SaaS, in renewal account management
- Great communication skills
- Comfortable speaking with customers at all levels
- Detail and process oriented, with excellent organizational skills to manage a high volume of renewals per quarter
- Experience with Salesforce (Sales Cloud &CPQ)
- Must be self- motivated, goal-oriented
- Able to work independently with little oversight to deliver on deadlines and ensure timeliness of renewals
- Playing as a true team player, to collaborate cross-functionally in the customer's best interests, from our accounting, support, product, success, legal and sales teams
