Senior Customer Renewal Executive

**We help the world run better**

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

**Key Areas of Responsibility and Tasks**

Within the Customer Renewals Center (CRC), our people and our culture are central to our success Cloud Renewals Executives (CREs) demonstrate skills and knowledge in renewal strategy, deal architecture, customer negotiation and internal navigation of commercial and legal teams. If you’re looking for a new challenge, on a growing, impactful, and supportive team, the CRC is the place for you

The Cloud Renewal Executive (Senior) is a key driver in ensuring the seamless renewals of cloud subscription contracts while identifying opportunities for account growth. This role requires strong negotiation skills, strategic account management expertise and the ability to build trusted relationships with customers. The Senior Customer Renewal Executive will also work cross-functionally with internal teams to manage complex renewals, mitigate risks and support the achievement of regional revenue targets.

**1. Renewal Strategy and Management**
- Own the end-to-end management of cloud subscription renewals for assigned accounts, including large or complex contracts.
- Develop and execute renewal strategies to maximize retention rates and minimize churn.
- Ensure timely communication with Customers about upcoming renewals and contract terms.

**2. Negotiation and Contract Management**
- Lead renewal negotiations, ensuring alignment with customer needs and organizational goals.
- Navigate complex contract discussions, addressing pricing, discounts and terms to achieve win-win outcomes.
- Collaborate with legal and finance teams to resolve any contractual or billing disputes.

**3. Customer Relationship Management**
- Build and maintain trusted, long-term relationships with key stakeholders in assigned accounts.
- Act as a trusted advisor, understanding customer goals and aligning renewal terms with their business objectives.
- Address escalations and risks proactively to ensure high levels of customer satisfaction.

**4. Upsell & Cross-Sell Opportunities**
- Identify and drive upsell and cross-sell opportunities during the renewal process, collaborating with Sales and Customer Success teams.
- Leverage insights from customer interactions to recommend additional products or services.

**5. Forecasting & Reporting**
- Maintain accurate renewal forecasts and provide regular updates to leadership on renewal pipeline status.
- Track and report renewal KPIs, including retention/renewal rates, retention/renewal revenue and churn analysis.

**6. Collaboration & Leadership**
- Partner with Sales, Customer Success and Virtual Account Teams (VAT) to ensure seamless account coverage and alignment on strategy.
- Provide mentorship and guidance to junior team members, fostering a collaborative and high-performance culture.

**7. Process Optimization**
- Identify opportunities to streamline and improve the renewal process.
- Share best practices and contribute to the development of renewal playbooks and frameworks.

**Qualifications Experience**
- 5+ years of experience in account management, customer success, sales or renewal management.
- Proven track record of negotiating and closing complex subscription contracts or the software or cloud industry.
- Experience working with enterprise customers is preferred.

**Education**
- Bachelor’s Degree in Business Administration, Sales, Marketing or a related field.
- MBA or equivalent is a plus
- Equivalent comparable experience. Skills and Competencies
- Strong negotiation and conflict resolution skills.
- Deep understanding of cloud subscription models and SaaS technologies.
- Excellent communication and interpersonal skills with the ability to influence stakeholders at all levels.
- Highly analytical, with the ability to forecast accurately & mitigate risks proactively.
- Proficiency in CRM tools (e.g. Harmony Quote, Gainsights etc.) and familiarity with renewal management platforms.
- Strong organisational skills with the ability to manage multiple complex accounts simultaneously.

**Key Performance Indicators (KPIs)**
- Churn rate - Renewal Rate (%)
- Upsell and cross-sell revenue generated
- Accuracy of renewal forecasts What We Offer
- A dynamic and collaborative work environment
- Opportunities to lead strategic initiatives and grow within SAP
- Access to training programs to enhance negotiation, leadership and technical skills
- Competitive compensation and benefi