Renewals Specialist

The Role

The Renewals Specialist is responsible for the transactional details of renewing our current customer base. At the end of the contract, the renewals team processes the renewals for these customers. When customers have not gotten the value they need and are potentially churning, the renewals specialist will take action to encourage customer renewal, and in partnership with an Account Manager, strategize & assist in implementing strategies to improve the likelihood of renewal.

You will be primarily responsible for tracking and processing renewals. Primary metrics for this role are proportion of on time renewals, and renewals saved (both quantity and revenue value).

You’ll have the opportunity to drive millions of dollars of impact for Outreach. This is the kind of role that you build up around yourself in the way you want to work. You will shape the future of what renewals look like at Outreach for years to come.

Location

This role is based in Atlanta, GA and will by a hybrid position based in our Atlanta office 2-3 days per week.

• Partner with Sales (Account Managers & Sales Leaders), Revenue Operations, BI and Support teams to save renewals where a customer is likely to, or has notified us of intention to churn
• Track KPIs to measure performance of specific actions and campaigns on customer behavior
• Manage a queue of upcoming needs for customer contracts
• Keep current and accurate on forecasting customer outcomes
• Design, Maintain, Evaluate and Iterate team workflows to ensure top notch effectiveness
• Interpret customer feedback, and create new processes to improve customer experience

• 2-4+ years of experience in a SaaS environment

• BA/BS degree or equivalent professional experience required

• Experience developing processes and programs which optimize the customer experience or positively influence renewals process
• Highly organized self-starter with the ability to work independently at all levels of the org
• Experience managing forecasts and metrics
• Experience with CRM, Project Management, and Success tools such as Catalyst, Salesforce, Smartsheet, and Zendesk
• Intermediate skills in data analysis tools such as Tableau, Excel, Google Sheets

The annual base salary range for this role is $45,000 - $50,000 USD. You may also be offered incentive compensation, bonus, restricted stock units, and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications, and experience. We also have a location-based compensation structure; there may be a different range for candidates in other locations.