Renewal Specialist

Join our Global Sales Operations team at Nexthink, the leader in Digital Employee Experience. Based in our Madrid office, this unique opportunity involves managing and facilitating the renewal process for contracts and subscriptions between Nexthink and its partners and clients. Your primary focus will be on retaining and increasing subscription revenue in existing customer accounts.

Madrid Office - Hybrid (minimum 3 days per week in office).

• 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.
• Maintain regular communication with clients throughout the renewal process, including contacting and following 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.
• Work to retain existing customers by building and maintaining strong relationships.
• Identify opportunities for upselling or cross-selling additional products or services.
• Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities for renewal, and use this data to create strategies for improving customer retention.
• Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer.
• Maintain accurate and up-to-date records of all client interactions, contract details, including Terms & Conditions, and renewal processes, ensuring compliance with company policies and industry regulations.
• Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process.
• Provide accurate forecasting, generate reports on renewal metrics including renewal rates and customer satisfaction scores, and present findings to management to inform decision‑making and strategy development.
• Educate clients on the value of continuing their relationship with the company, highlighting any new features, benefits, or improvements that have been made since their initial contract.

• 3+ years of experience in a similar position.
• Strong business acumen, superior negotiation skills, and a customer-service mindset.
• Experience in a SaaS company; high-growth scale-up experience is a plus.
• Highly organized, attention to detail, and a proactive, energetic approach.
• Experience with Salesforce is a plus.
• English & Arabic fluency is mandatory.

We offer a dynamic work environment, opportunities for professional growth, and a comprehensive benefits package (details available upon interview).