Renewals Representative

The Customer Success function exists to retain and grow the revenue of the assigned customer segment through participation in proactive outreach and the creation and execution of success plans.

These success plans are tools for identifying the implications of changes in the customer's business process or technology, guiding the customer on how best to support their mission through the effective use of Blackbaud solutions.

Renewals Representatives are responsible for helping advance a long-range vision for how Blackbaud can best support, retain and expand existing profitable customer relationships.

Job Summary :

• Ensuring a seamless renewal process for the client, on time and with appropriate increase in fees to maintain at minimum the current revenue levels for the account
• Ensure customers coming close to exceeding their usage allowances are aware.
• Prepare the customer for necessary usage upgrades that may be triggered throughout their contract cycle or at the point of renewal.
• Lead renewal process for all subscriptions, maintenance, Professional Services, and Managed Services renewals.
• Collaborate with Sales team on strategic renewals and up-sells.
• Through management of a predictable process with customer decision makers to ensure a seamless renewal process for the customer 4-6 months prior to renewal date with appropriate increase in fees to maintain at minimum the current revenue levels for the account.
• Proactively negotiate with the customer on their renewals if required while paying close attention to renewals at risk.

Skills :

• Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics.
• Demonstrates exceptional skills in dealing with executives and senior managers.
• Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance.
• Rapidly identifies the significance of information and insightfully determines strategic action.
• Develops outstanding strategic ongoing customer relationships gaining trust and respect for company.
• Communicates complex concepts & issues, selecting language, tone, and format perfectly targeted to the audience.
• Diffuses high-tension situations confidently & effectively.
• Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively.
• Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud.
• Exudes confidence and instills confidence in others.
• Thinks globally and incisively, taking a broad view of all variables that could impact future success.
• Ensures the mission, goals and priorities are understood by all.

Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!