Renewal Account Manager

So, what’s the role all about?
The Renewal Account Manager (RAM) will be accountable for the retention of an assigned portion of our customer base. Specifically, this position is responsible for retaining customers during the negotiation process, growing and retaining revenue with annual or CPI increases and specific product additions, and meeting team and individual goals related to their tasks.

The role involves engagement and coordination with direct customers, resell partners, Partner Success, Partner Executives, Technical Account Managers, and Account Executives with respect to contract renewals and negotiations of these renewals.

How will you make an impact?

• Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with our direct clients or with our partners to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiating contract terms, pricing, and other details to achieve favorable outcomes for both the company and the engaged stakeholders , which will maintain and increase revenue through effective contract negotiations
• Collaborate effectively with PSMs, PEs, AEs, Technical Account Managers (TAMs) and the finance team to represent the best interest of NiCE and revenue retention goals
• Partner with the finance team to ensure healthy price points and creative retention plays
• Extending contracts for multiple years
• Become intimately familiar with the direct customer or partner contracts and NiCE billing methods
• Maintain working knowledge of competitors and what strategy NiCE should develop for counter offers and retaining the customer.
• Maintain working knowledge of NiCE products/services
• Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the direct customer or partner
• Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
• Communicate effectively and professionally with internal and external stakeholders.
• Investigate areas of risk and prepare course of action/recommendations to mitigate risk
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities

To land this gig you need:

• Bachelor’s degree in Information Technology or Business Administration or related field or equivalent work experience
• 4+ years applicable experience in contract negotiation
• 4+ years in contact center or service delivery
• Experience with SaaS billing models
• Demonstrated experience in a fast-paced environment and meeting customer contract timelines
• Demonstrated experience working independently with little to no daily supervision
• Ability to pivot between negotiation projects
• Ability to multitask responsibilities
• Exhibit adaptability and responsiveness by embracing change and implementing necessary adjustments to support evolving business needs and customer expectations.
• Thrive in uncertain environments by maintaining focus and productivity amid incomplete information or shifting parameters.
• Tracking and reporting on renewal metrics, such as renewal rates.
• To be innovative with strategic ideas and approaches in negotiation
• To have Problem solving and critical thinking skills
• To be able to effectively communicate with senior customer stakeholders such as CEOs, CTOs, and CFOs.
• To be efficient with Microsoft office applications, PowerPoint, and Salesforce

Bonus Experience:

• Account Management or sales experience

Requisition ID: 11017
Reporting into: Director
Role Type: Individual Contributor