Renewal Specialist

Objective:

The Renewals Specialist will manage customer contracts, process renewals, and collaborate with sales teams to ensure timely renewals. This role is highly process-driven, requiring attention to detail, problem-solving skills, and a mindset for continuous improvement. Responsibilities include supporting operational functions, participating in projects related to order processing, system enhancements, and data quality. Ideal candidates are self-motivated, adaptable, and possess strong communication skills with the ability to thrive in a fast-paced team environment.

Essential Duties & Responsibilities:

· The Renewals Specialist will be responsible for driving account renewals starting early in the customer life cycle and ensuring customers are transitioning through pivotal points to build momentum and value leaning up to the renewal

· Success in this role requires a high level of organization and coordination with cross-functional teams such as Customer Success, Account Executives, Legal, Accounting and others

· This role will include customer-facing interactions as well as backend deal desk related support with quote creation and contract processing

· Project manage the renewal experience in close partnership with assigned Customer Success Manager and Account Executive to provide seamless customer experience

· Retain and increase subscription revenue in existing customer accounts by positioning multi-year contracts and price increases

· Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate

· Update renewal forecast on a weekly basis and report up to management

· Leverage the renewal activity to promote upsells/new products alongside Account Executives

· Create client proposals and contracts for all existing customer client renewals within your book of business

· Continuously iterate and provide feedback on the renewal experience

Key Behavior Skills:

· Initiative and Innovation: Creativity (L3)

· Leadership and Management: Team oriented (L1)

· Planning and Organization: Scheduling (L2)

· Interpersonal Communication: Active listening and empathy (L2)

· Achievement Focus: Persistence (L2)

· Solution Finding: Information acquisition (L2)

Prerequisites:

· Bachelor’s Degree from an accredited college or university, or equivalent business experience.

· 5+ years of relevant work experience.

· Familiarity with accounting ERP (Netsuite & SalesForce) systems or previous work in an accounting environment preferred.

· Demonstrated ability to handle multiple projects and details simultaneously in a high-velocity environment.

· Strong proficiency with Microsoft Office applications, especially Excel.

· Strong analytical and detail-oriented aptitude; a high degree of accuracy is required.

· A friendly professional demeanor and ability to excel in a team-oriented environment.

· Excellent communication and organizational skills.

· Strong verbal and written communication skills; ability to follow-up with others.

· Ability to manage time effectively, set priorities and meet deadlines.

· Ability to quickly understand new processes and identify operational opportunities.

· Ability to work independently or with a team.

· Ability to adapt to change.

· Ability to work flexible extended hours based on business needs. (To include every month, quarter, and year end. Conceivably as late as midnight).

· Perform other duties and responsibilities as assigned.

Cleo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.