Renewal Representative

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted best in class by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

About the Role

The Renewals Representative plays a crucial role in managing and overseeing the renewal process of our existing Responsive clients. This role requires an individual who exercises operational excellence, meticulous record-keeping and task management, strong negotiation skills, and can help lead the transition of accounts to our new pricing and packaging model, while focusing on renewals.

As a member of this rapidly growing team, a Renewals Representative will have a direct impact on Responsive's go-to-market strategy by securing renewals and revenue, and will provide customer feedback that will directly impact the development and improvement of the company's cornerstone software.

Key Responsibilities

• Manage and negotiate renewal agreements with current customers, ensuring a seamless transition and continuity of service. Focus on maximizing gross dollar and logo retention of Responsive's customer base.
• Proactively engage customers ahead of forthcoming renewals (90+ days) to ensure sufficient time to negotiate, align and prepare agreements.
• Achieve or exceed monthly renewal targets.
• Display a solution sales mindset while engaging customers during renewals conversations. .
• Identify customers as candidates for conversion to new pricing and packaging and strive for high conversion while retaining customers.
• Clearly document pipeline activity such as accurate status and progress reporting in supporting tools such as Salesforce, Gainsight, etc.
• Identify renewal risks and collaborate with internal teams on strategies for mitigating churn.
• Provide management with an accurate forecast and risk analysis of all assigned accounts within the team.
• Manage the preparation, negotiation, and finalization of renewal contracts thoroughly and on time.
• Lead renewal interactions with assigned Responsive customers through various communication channels like email, phone, video calls, and in-person meetings.
• Identify additional revenue-generating opportunities. Pass these opportunities to the Account Management team for further discovery and closing.
• Collaborate with Customer Success Managers on renewal preparation and strategies for mutually assigned accounts.
• Work with Responsive employees and partners to help identify actions needed to create and close renewal opportunities.
• Develop awareness and keep current on competitive companies, solutions, and products and assigned-account business objectives.
• Build strong working relationships across Sales, Product and Customer Success teams.
• Normalize product costs and price increases for renewing customers.
• Other duties as assigned.

Experience

• 2+ years of experience executing renewal process, from proposal to deal close, for a high-growth SaaS company, with a track record of exceeding renewal targets
• Strong analytical and problem-solving abilities.
• Excellent project management skills and attention to detail.
• Familiarity with CRM and renewal management software (e.g., Salesforce, Gainsight).
• Associate or Bachelor's degree preferred

Knowledge & Skills, Ability

• Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization
• Ability to multitask, prioritize, and scale
• Zealous about customer success and driving customer value
• Highly data-driven with a commitment to reporting on customer usage, adoption, support tickets, testimonials, and product feedback
• Strong presentation, excellent verbal and written communication skills
• Flexible, adaptable team player with strong interpersonal skills