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Disclaimer: The base salary range represents the low and high end of Altus Group’s “Pay Grade Range” for this position in the primary work location. Actual hiring salaries will vary depending on factors including but not limited to work experience, and geographic market data for the role. The Pay Grade Range listed above does not reflect Altus Group’s total compensation for employees. Other rewards may include an annual bonus, flexible work arrangements, and region-specific benefits.

Unlock your Altus Experience!

If you’re looking to advance your career in data analytics, expertise, and technology for the rapidly growing global CRE market, there’s no better place than Altus Group. At Altus, our work is purposeful. Every day, our employees drive impact, innovate, and shape the global commercial real estate (CRE) and PropTech industry.

Our people-centric culture empowers you to deliver in a high trust, high performance culture, surrounded by an inclusive team that’s collaborating to modernize our industry. We invest in our people with training and growth opportunities designed to propel you further in your career while providing a flexible and progressive workplace that reflects our values and teams.

Job Summary:

Reporting to the Director of Customer Experience, the Renewal Operations Associate will assist Customer Success, Partnership Managers, and our Customer Experience Teams in ensuring ongoing oversight of every client, capturing key data such as risk and client feedback. With the aim to ensuring that we maximize renewal rate and reduce or mitigate churn risk.

Key Responsibilities:

• Maintain and update a precise rolling 12-month forecast of renewals and Net Revenue Retention (NRR)
• Proactively ensure CRM data integrity and communicate any gaps or issues regarding renewals, highlighting RAG (Red, Amber, Green) status and upcoming or overdue renewals to Customer Success Leaders
• Assist Customer Success in navigating processes and handling complex renewal situations effectively
• Support and facilitate Price Increase Initiatives to enhance revenue generation
• Track and report Voice of the Customer feedback, including client complaints, CSAT feedback, and NPS feedback, to identify areas for improvement
• Monitor Health & Risk scores using telemetry data, ensuring client engagement, debt management, and overall client adoption
• Conduct debt checks and maintain hygiene for dormant accounts across business units (XBUs)
• Analyze and report the results of Client Surveys, including CSAT and Loss Analysis, to drive actionable insights for customer retention
• Assist in developing and executing Client Retention Plans, including pre-mortem analyses for top enterprise accounts
• Collaborate with the Customer Success team to review in-life cancellation requests for CNX and High Touch accounts, ensuring retention efforts are optimized.

Key Qualifications:

• Possess a minimum of an Undergraduate/Bachelor's degree
• Demonstrate at least 3 years of relevant work experience in a similar field
• Willingness to travel occasionally, ranging from 1 to 10 days per year
• Proficient in maintaining accurate forecasts and Net Revenue Retention metrics
• Strong analytical skills to track and report on various customer metrics and feedback channels
• Excellent communication skills to support Customer Success and internal stakeholders effectively
• Ability to identify and address customer needs proactively, driving client satisfaction and retention
• Familiarity with CRM systems and data management practices to ensure data accuracy and integrity

What Altus Group offers:

• Rewarding performance: We are pleased to be able to provide employees competitive compensation, incentive and bonus plans, and a total rewards package that prioritizes their mental, physical and overall financial health.
• Growth and development: As a destination for top industry talent, we’re investing in you to meet the evolving needs of our clients and deliver on your professional goals. Our Altus Intelligence Academy offers over 150,000 hours of learning materials catering to diverse stages of an employee’s career journey.
• Flexible work model: We’re modernizing our employee programs to reflect the new world of work. Our Activity-Based Work model provides you with flexibility to align your work location to the work being performed - office for connecting and collaborating, and remote for focused work.

Altus Group is committed to fostering an inclusive work environment where all clients and employees feel welcomed, accepted and valued. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
Applicants with disabilities may contact Altus Group to request and arrange for accommodations.If you need accommodation, please contact us at accessibilityusa@altusgroup.com or 1 888 692 7487.

We appreciate all applicants who take the time to apply to Altus Group. Please note that only those who are selected to move forward in the process will be contacted. Thank you.