Renewal Account Manager, CX

About the role

The Renewal Account Manager, CX will be accountable for assisting customers, Suite Account Managers (SAM), and Account Executives (AE) with contract renewals and negotiations. 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 these tasks.

Responsibilities

• Prepare and analyze financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiate contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, maintaining and increasing revenue through effective contract negotiations.
• Partner with SAMs, 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.
• Extend contracts for multiple years.
• Become intimately familiar with customer contracts and NiCE billing methods.
• Maintain working knowledge of competitors and develop strategies for counter offers and retaining customers.
• Maintain working knowledge of NiCE products/services.
• Partner with TAMs, SAMs, and AEs to ensure consistent messaging to the customer.
• Measure success via tracking of client retention and revenue growth using tools 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 minimize risk.
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities.
• Track and report on renewal metrics, such as renewal rates.

Requirements

• 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.

Skills

• Innovative with strategic ideas and approaches in negotiation.
• Problem solving and critical thinking skills.
• Effectively communicate with high-level customer stakeholders such as CEOs, CTOs, and CFOs.
• Proficient with Microsoft Office applications, PowerPoint, and Salesforce.

Bonus Experience

• Account Management or sales experience.

Benefits

Join an ever-growing, market-disrupting, global company where teams—comprised of the best of the best—work in a fast-paced, collaborative, and creative environment. As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations.