Renewal Specialist

Position: Contract Renewal Specialist
Company Description Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees.

Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.

Job Description Join our Global Sales Operations team at Nexthink, the leader in Digital Employee Experience. This unique opportunity involves managing the renewal process of contracts and subscriptions between Nexthink and its Partners and Customers in North America. Your primary focus will be on retaining and increasing subscription revenue on existing customer accounts.

The role is based from our Boston Office for a 3 days minimum per week work from the office.

Key Responsibilities:

Contract Renewals:
Collaborate with clients to understand their needs, negotiate contract renewal terms and maximize renewal rates. Drive relevant activities to ensure timely  and accurate completion of all necessary paperwork, including Quotes and Order processing. Establish a framework and process to track, manage, and maximize renewal contracts.

Client Communication:
Maintain regular communication with clients throughout the renewal process, including contacting and follow-up with customers and partners to ensure a seamless experience. Address any concerns or questions they may have and provide information on the benefits of renewal.

Customer Retention:
Work to retain existing customers by building and maintaining strong relationships. Identify opportunities for upselling or cross-selling additional products or services.

Data Analysis:
Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities for renewal. Use this data to create strategies for improving customer retention.

Negotiation:
Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer.

Documentation:
Maintain accurate and up-to-date records of all client interactions, contract details, including Terms & Conditions, and renewal processes. Ensure that all documentation complies with company policies and industry regulations.

Collaboration:

Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process.

Forecasting & Reporting:
Provide accurate forecasting, generate reports on renewal metrics, including renewal rates, and customer satisfaction scores. Present findings to management to inform decision-making and strategy development.

Customer Growth & Product Adoption:
Drive existing customers to adopt Nexthink’s latest and most valuable products, helping them understand the business value, timeline, and support available for their move to newer offerings. Position our latest packaged solutions as a compelling way to get more value from their subscription, and identify opportunities to expand existing accounts through upselling additional products and services. Partner closely with Solutions Consultants, Customer Success Managers, and Professional Services to align on account priorities and deliver a smooth transition, and track progress and expansion opportunities as part of your renewal forecasting and reporting.#LI-Hybrid

Qualifications5+ years experience in a similar position.

Strong business acumen, superior negotiation skills, and a customer service mindset are a must.

Experience in a SaaS company; high growth Scale-up experience is a plus.

Highly organized, with attention to details.

Demonstrates effective teamwork, independence, and a proactive, energetic approach, showcasing resourcefulness and success in a fast-paced environment.

Salesforce experience is a plus.

Additional Information We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve…