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Renewal Account Manager
Posted on 1/24/2023
Waltham, MA, USA
Experience Level
Desired Skills
Customer Service
  • 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity
  • Experience leading customer retention and adoption of a SaaS product for complex accounts/territories
  • Advanced proficiency with contract renewal processes
  • Experience building relationships with peers and partners
  • Excellent customer management skills; including sales, account management, and customer service
  • Personal initiative to identify areas of process improvement and efficiency
  • Strong work ethic and quota achievement
  • Deep expertise with a SaaS model focused on enterprise software preferred
  • Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from ServiceNow
  • Identify customer needs and demonstrate account management capabilities to guide renewal closure
  • Maintain an understanding of ServiceNow licensing models to provide both sales and customers assistance in licensing discussions
  • Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams
  • Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed
  • Engage customer in conversations around renewal readiness, timing and general customer needs
  • Connect with customers on multi-year contracts to ensure continued engagement and customer value realization
  • Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration
  • Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF
  • Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use

10,001+ employees

Cloud-based enterprise operation solutions
Company Overview
ServiceNow’s mission is to transform IT to revolutionize the enterprise by placing a service-oriented lens on the activities, tasks, and processes that make up day-to-day work life. The company is committed to helping modern enterprises operate faster and become more scalable through their platform that optimizes processes, makes work more intuitive, and discovers insights that create new value.
  • Generous family leave
  • Flexible PTO
  • Matched Donations
  • Retirement benefits
  • Annual learning stipends
  • Paid volunteer time
Company Core Values
  • Wow our customers
  • Win as a team
  • Create belonging
  • Stay hungry and humble