Manage the end-to-end renewal process for all assigned contract renewals, ensuring timely and successful contract renewals.
Identify opportunities for upselling and cross-selling additional products or services to existing customers.
Develop and present compelling value propositions that meet customer needs.
Drive live engagements directly with customers to ensure partnership alignment and negotiate agreements for the next contract term
Develop and execute strategies to maximize renewal rates and minimize churn.
Enlist the efforts of Digital Customer Success and senior leadership when necessary to accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
Own contract processes to close - including reviewing renewal details, quote creation, maintenance of Gong dealboard and Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature to close.
Identify at-risk accounts and put together a strategy to secure the renewal, as needed
Partner with CS Ops and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency
Identify opportunities to expand Gong’s footprint and differentiated value within an account as part of the renewal process
Establish and maintain effective, cooperative working relationships with customers, both via phone and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.
QUALIFICATIONS
Proven experience in a customer-facing role, preferably in sales, account management, customer success, or renewal management.
Experience managing and negotiating contracts, developing pricing proposals based on customer need, with a track record of successful closing of renewals and upselling is ideal.
Experience with Salesforce (particularly working with the ‘opportunity’ object), prospecting/engagement tools, and other relevant tools.
Proven strengths in outbound prospecting skills; Intellectually curious self-starter with a knack for problem-solving
Has managed a book of business or prospect target list effectively
Comfortable with a high volume of accounts and live engagements with prospects/customers
Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
Phenomenal organizational skills and attention to detail