Renewal Account Specialist

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

1. Manage a book of mid-market renewals as the primary or secondary driver in close alignment with the Mid-Market Account Executive.
2. Develop win/win negotiation strategies that maximise contract value while enhancing the customer relationship and the value they are realising from ServiceNow.
3. Engage independently in customer conversations around renewal timing, pricing, legal, and general customer needs.
4. Identify customer needs and demonstrate account management capabilities to guide renewal closure.
5. Maintain an understanding of ServiceNow licensing models to provide both sales and customer assistance in licensing discussions.
6. Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
7. Own renewal forecasting cadence and opportunity management and ensure forecast is accurate and escalate risk as needed.
8. Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
9. Present renewal proposal(s) and customer options and notify customer of upcoming contract expiration.
10. Work with Legal, Deals Desk, and Sales Operations to resolve complex issues regarding approval and finalisation of executable OF

Qualifications

To be successful in this role you must have:

1. 3+ years in a direct sales or sales development renewal sales or account management role; experience with renewal sales and/or account management a plus.
2. Experience building relationships with peers and partners.
3. Excellent customer management skills; including sales, account management, and customer service.
4. Personal initiative to identify areas of process improvement and efficiency.
5. A self-starter with an appetite to jump headfirst into problem-solving and quick to adapt and learn new processes and tools.
6. Highly organised and proficient at time management. You can juggle multiple priorities at once.
7. Strong work ethic and quota achievement.
8. Expertise with a SaaS model focused on enterprise software is preferred.