Description
At Instructure, we believe in the power of people to grow and succeed throughout their lives.
As a Senior Renewal Representative, you will play a pivotal role in managing a broader and more complex portfolio of customer accounts, with an emphasis on strategic account retention and growth.
Responsibilities
- Manage a diverse portfolio of renewal accounts, including medium and large-scale contracts, to ensure timely and accurate renewals.
- Develop and execute tailored renewal strategies to maximize customer retention and identify expansion opportunities.
- Collaborate closely with Customer Success Managers (CSMs) and Sales Representatives to align on account strategies and customer health.
- Create, deliver, and manage complex renewal quotes, ensuring alignment with customer needs and usage data.
- Conduct renewal forecasting with a high degree of accuracy, providing management with regular updates on progress and risks.
- Lead renewal negotiations, including addressing customer objections, pricing discussions, and contract adjustments.
- Serve as a subject matter expert (SME) on quoting tools and CRM best practices, driving data integrity and operational efficiency.
- Collaborate with Product and Marketing teams to understand and communicate product updates or enhancements that may affect renewals.
- Track and report on key renewal performance metrics to identify trends and inform process improvements.
Requirements
- Minimum of 3 years of experience in customer success, account management, or renewal management roles.
- Proven ability to manage and grow customer relationships, with experience handling high-value accounts.
- Strong negotiation skills, with the ability to navigate complex discussions to drive mutually beneficial outcomes.
- Analytical thinking skills, with the capability to analyze usage data, identify trends, and apply insights to renewal strategies.
- Demonstrated ability in process improvement, including identifying inefficiencies and contributing to operational enhancements.
- Advanced proficiency with CRM systems such as Salesforce, Gainsight, and Clari.
- Ability to travel a few times throughout the year.
- Bachelor's degree preferred.
Benefits
- Competitive compensation, plus all full-time employees participate in our ownership program.
- Flexible work culture.
- Generous time off, including local holidays and our annual “Dim the Lights” period in late December.
- Comprehensive wellness programs and mental health support.
- Learning and development resources, including professional development tools and tuition reimbursement.
- The technology and tools you need to do your best work.
- Motivosity employee recognition program.
- A culture rooted in inclusivity, support, and meaningful connection.