Renewal Specialist

About the role

Vector Solutions is seeking a Renewal Specialist to own a high-volume queue of subscription renewals. This role focuses on engaging customers primarily by phone to close renewals accurately, on time, and within SLA. As Vector’s renewal workflow becomes increasingly automated, this position will handle renewals that require personal attention, such as negotiating price and terms, pushing back on downgrade or cancellation requests, and applying working knowledge of contract structure to make sound decisions quickly, including escalated, higher-complexity contracts.

Responsibilities

• Own and work an assigned queue of renewal requests in Salesforce, prioritizing by risk, sentiment, and renewal date, and responding within a 48-hour SLA.
• Engage clients primarily by phone, calling customers promptly once a renewal is flagged or due.
• Develop professional cooperative relationships with a portfolio of clients.
• Identify, retain, and grow Vector Solutions products based on client needs and business initiatives.
• Develop strong knowledge of Vector Solutions’ customer relationship management with Accounts and Opportunities to ensure all records and data are accurate and up to date.
• Maintain and track all client communications using Vector Solutions’ CRM system.
• Leverage Vector’s automated renewal workflow for routine renewals and focus on accounts that need personal attention, such as at-risk renewals, downgrade or cancellation requests, and pricing questions.
• Thoroughly review and understand contracts, quotes, order forms, and legacy agreements in Salesforce/CPQ (renewal type, pricing, payment terms) to confirm exactly what’s being renewed before engaging the customer.
• Negotiate renewal terms and pricing, push back on downgrade and cancellation requests, and present alternatives that protect and grow revenue.
• Maintain revenue for assigned client base, confirm repeat business, and identify potential areas for new revenue generation among assigned clients.
• Address client concerns and ensure the resolution of issues in a timely manner.
• Proactively conduct regular account checks to identify and mitigate early risk.
• Reinforce the value of Vector Solutions products and identify additional opportunities.
• Own escalated, higher-complexity renewal contracts, including cancellations, pricing exceptions, and contract disputes, working them directly to resolution.
• Collaborate across teams to ensure clients receive support.
• Collaborate with Finance teams to ensure accurate billing of renewals.
• Ensure that renewals are closed accurately and on time while retaining or growing the contract revenue to achieve or exceed the stated renewal goal.
• Other duties as assigned.

Requirements

• 2+ years of experience in renewals, account management, inside sales, or customer success; B2B experience required, public sector experience preferred.
• Public sector experience, including procurement processes, purchase order (PO) workflows, and fiscal-year cycles, strongly preferred.
• Excellent interpersonal skills needed to develop strong business relationships with clients both internal and external.
• Comfortable managing a high-volume queue and working quickly to meet response-time SLAs.
• Strong phone-based communication skills, comfortable negotiating with customers, and pushing back on downgrade or cancellation requests.
• Strong ability to thoroughly read and interpret contracts, quotes, order forms, and legacy agreements in Salesforce/CPQ, including auto-renewal terms, anniversary billing, and pricing structures.
• Strong time management skills—demonstrated ability to prioritize work, set goals, and meet deadlines with minimal supervision.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) and Salesforce CRM.
• Excellent organization skills and detail-oriented.
• Bachelor’s degree in a related field is preferred but not required.
• Willingness to do independent research and learn more about the Public Sector (Fire, Law Enforcement, and Emergency Management Services).

What We Value

• Teamwork: We give and value feedback, support each other, and work together to accomplish common goals.
• Customers First: Our customers’ success is our success. We work to earn their trust and always deliver on our commitments.
• Make a Difference: We have passion for our mission, customers, work, and sharing a fulfilling experience with our team.
• Inclusiveness: We support an environment of respect, belonging, and community that promotes diverse perspectives and crucial conversations.
• Act Now: We act with urgency and don’t let perfection be the enemy of good.
• Curiosity: We love a good challenge, ask questions, learn from mistakes, and are dedicated to continual improvement.
• Ownership: We own outcomes, hold ourselves and each other accountable, and treat company resources like our own.