Renewals Specialist

2 weeks ago

Singapore Synacor Inc Full time

**About the Role**

Zimbra, a Synacor product, is a secure, interoperable collaboration platform that seeks to connect the dots in the enterprise - Connected People, Connected Systems and Connected Tools in order to adapt to the new ways of work. Zimbra has an extensive network of partners that are integral to the success and growth of the business.

The Renewal Specialist is responsible for managing the renewal of support services or license subscriptions for both existing and churned customers, involves maintaining relationships with clients, ensuring timely renewals, addressing customer inquiries, and identifying opportunities to upsell or cross-sell additional products. Also works closely with the regional team including sales, marketing, channel and support teams to ensure customer satisfaction and retention.

**Responsibilities**
- Proactively identify and manage the renewal process for support and services contracts and/or license subscriptions assigned to your territory.
- Manage the renewal process for existing customers - involves sending renewal notifications, providing quotes to the customers or partners, and adjusting support service contracts or license subscriptions as needed.
- Collaborate closely with customers and local partners to ensure timely renewal of support service contracts and license subscriptions, aiming to optimize revenue retention and minimize churn.
- Collaborate with distributors and partners to develop strategies for early renewal campaigns and ensure timely customer license renewals through the channel, contributing to the execution of regional sales plans.
- Maintain and update accurate records including contacts, customer interactions and renewal activities in the CRM system to ensure accurate reporting of renewal, renewal rates, retention metrics, and revenue forecasts.
- Identify upselling or cross-selling during the renewal process.
- Track renewal metrics, report on progress towards achieving assigned renewal targets, and contribute to the development of accurate sales forecasts
- Develop and maintain strong relationships with both channel partners, distributors and existing customers to understand their needs and facilitate timely renewals.
- Work with internal sales, support teams and local partners to address customer concerns that may affect renewal decisions.
- Monitor upcoming renewals and proactively reach out to customers to secure timely renewals. Ensure that a robust pipeline is maintained.
- Maintain a comprehensive understanding of the licensing programs, pricing structures, and renewal policies. Stay updated on product features, and internal communication to effectively communicate value propositions to customers.

**Qualifications and Skills**
- Minimum of 3-5 years of experience with Bachelor's degree in Business Administration, Marketing, or related field, preferably within the software industry.
- Proven track record of exceeding sales targets and quotas.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with diverse stakeholders across different cultures.
- Strong presentation and negotiation skills.
- Experience with opportunity management, and sales cycle processes.
- Proficiency in using CRM tools like Salesforce.
- Ability to work independently and as part of a team in a fast-paced environment.
- Excellent time management and organizational skills.
- Fluency in English and strong communication skills required
- Able to support LATAM time zone and back up for EMEA time zone.

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