Renewals Specialist

Austin TX / Hybrid

Company Mission :
SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes  SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

The Renewals Specialist is responsible for managing and processing SpyCloud’s customer renewals. In this position, you will ensure high customer satisfaction during the renewal cycle, maintain a high level of data accuracy, and partner with the Customer Success Management team to provide impeccable customer interaction.

What You’ll Do:

1. Renewals Process Ownership:
• Own the renewals process from start to finish.
• Execute all phases of the renewal lifecycle, including notifying customers of renewals, building quotes, and closing renewal opportunities.
2. Revenue Facilitation:
• Drive revenue by facilitating commitment and follow-through on securing payment from customers.
3. CPQ Management:
• Work in CPQ, ensuring completeness and accuracy of data and processes.
4. Customer Landscape Review:
• Work directly with the Customer Success Management team to review historical customer needs and the current landscape.
5. Quote and Purchase Order Creation:
• Create renewal quotes and purchase orders that follow company guidelines and expectations.
6. Renewal Focus:
• Maintain a razor-sharp focus on renewal dates with proactive metrics to ensure the timeliness and completion of all renewals.
7. Customer Communication:
• Communicate and follow up directly with customers as needed.
8. Issue Escalation:
• Identify when opportunities need to be escalated and work to find optimal solutions.
9. Metric Reporting:
• Report renewal metrics effectively to Customer Success Management and the VP, Customer Success.
10. Retention Goals:
• Achieve established retention goals.

Key Requirements:

1. Detail Orientation:
• Highly detail-oriented with the ability to handle a large volume of renewal activity.
2. Customer Service Skills:
• Strong customer service, listening, and communication skills.
• Customer-focused approach to managing renewals and interactions.
3. Team Collaboration:
• Experience working on a team with a team player mentality.
4. Work Ethic:
• Exceptional work ethic with a proactive approach to time management and organization.
5. Communication and Organizational Skills:
• Excellent communication, organizational, and multi-tasking skills.

Highly Desired Skills:

• 3+ years of professional experience in sales, account management, customer success, finance, or a related industry.
• Familiarity with Software as a Service (SaaS) solutions.

Education:

• BA/BS/Undergraduate degree or equivalent experience required.
• Salesforce experience required.
• CPQ experience preferred.

Expected Indicators:

1. Renewal Accuracy:
• Percentage of renewals processed without errors.
• Timeliness of renewal completions.
2. Revenue Achievement:
• Revenue generated from renewals.
• Achievement of upsell and cross-sell targets during renewal processes.
3. Customer Satisfaction:
• Customer satisfaction scores related to the renewal process.
• Feedback from customers on the renewal experience.
4. Process Efficiency:
• Time taken to complete renewal processes.
• Reduction in potential blockers and dependencies.

Expected Outcomes:

1. Increased Retention Rates:
• Higher customer retention rates due to effective renewal management.
• Reduced customer churn during the renewal cycle.
2. Revenue Growth:
• Increased revenue from successful renewals and upsells.
• Achievement of established retention and revenue goals.
3. Enhanced Customer Relationships:
• Strengthened relationships with customers through seamless and proactive renewal processes.
• Improved customer loyalty and satisfaction.
4. Operational Excellence:
• Streamlined renewal processes leading to greater operational efficiency.
• Continuous improvement in renewal management practices based on identified trends and feedback

Benefits + Perks

We also look to ensure all SpyCloud employees have the support and benefits they need to stay focused on the mission. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we also offer our employees a comprehensive benefits package that includes:

401(k)

Health, Vision and Dental Insurance

Generous PTO Plan

In-office meals provided

Who We Are

SpyCloud is a place for innovative, collaborative and problem-solvers to thrive. Individually we’re amazing but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action “at will” employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our culture is something really special. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.  To learn more and see insights on your company’s exposed data, visit spycloud.com.

SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud’s employees to perform their job duties may result in discipline up to and including discharge.

SpyCloud shares the right to work and participates in the E-Verify program in all locations.

If you need assistance or accommodation due to a disability, you may contact us.

SpyCloud’s Recruitment Policy: We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].

Compensation Transparency Policy: At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.