Pexip

What's happening? 

Pexip is growing and now looking for a technically savvy Renewal Specialist who possesses a strong drive for results.

The Renewal Specialist will be an integral part of the Customer Success Team in the APAC region. They will work with the Customer Success Managers who proactively onboard, train, and manage our customer deployments. The spirit of this particular role is to actively communicate and let the customers partake in planning their growth. Further, this role focuses on understanding the trends in and around renewal activity and how to grab success. This individual should aid the Finance and Sales unit, in addition to revising and reporting renewal opportunities.

They will go over the terms and conditions, make any necessary changes/modifications requested by the customer, and streamline contract issues and the overall customer renewal experience. They will also serve as the customer advocate, focused on driving customer satisfaction and preventing churn. The role will be responsible for the team’s individual contributions as well as driving results for their team KPI’s.

The Renewal Specialist will report directly to the local team lead and will report up daily/weekly/monthly results as necessary. This individual will also help scope and develop process changes, be responsible for pulling reports and analyzing current data associated to the customer.

What's the opportunity? 

If you enjoy helping customers achieve more. If you enjoy the intricacies of various communication protocols, problem solving, and can communicate your processes to others so they get as much of a kick out of it as you, then this is the job for you! 

Pexip is extremely proud of its customer satisfaction ratings and is seeking similarly enthusiastic practitioners to maintain this quality. We believe in enabling people rather than managing them. Working closely with Sales, Channels, Sales Engineering, Operations, Marketing and Finance teams, the Customer Success Team is at the forefront to ensure customers enjoy their journey. 

The Renewal Specialist role is based Singapore and will work in our local office.  

Role and Responsibilities 

The responsibilities for the position include a broad range of tasks, but mainly: 

• Managing the different facets of subscription and support renewals

• Preparing the renewal emails, quotations, invoices, and notifications
• Contacting clients and channel partners directly to negotiate terms and conditions and render renewal contracts
• Positioning services and escalating pain points to the Sales and Customer Success team
• Forecasting trends and suggestions on how those trends can enhance retention rates
• Bridging between Sales, Finance, BizOps and Customer Success
• Refining renewal strategies that proactively engage a client in chopping the churn rates
• Augmenting the upsell and cross-sell opportunities
• Receive feedback on the growing requirements of a customer and feed back to the product team
• Meeting the desired goals and establishing metrics
• Focus on customer satisfaction, service, and retention
• You should also be able to provide insights to the team on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests
• Cross-departmental management of customer issues, including billing issues, support issues, etc.
• Documentation of customer information into our Salesforce database, such as updating account contacts and details, including forecast of any renewal opportunities 
• Identify and recommend possible optimisation tasks to customers 
• Communicate and work closely with the sales team related to ongoing events with customer situations 

Requirements 

You should be aware of all the know-how of a renewal scheme. A customer will reach out to you in case of any issues. Therefore, you should preferably ace in the technical aspect of subjects like renewals and subscriptions. Further, having an aptitude and flair for automation and workflow procedures is a plus. Additionally, having some previous experience either in the departments of sales administration and customer service, will assure you to walk through the long run. The nature of your job is to interact with people. In such a case, empathy is a must, and the ability to understand the other person is all that the job is about. On top of that, having exceptional communication skills will work in your favour as well. You should be flexible and approachable as a human. You need to know how to learn the subtle art of building relationships, possessing both assertiveness and the ability to understand.

• Degree required or experience commensurate with the same

• Having 5+ years of experience in the fields of sales, customer success, or renewals – or in the B2B SaaS industry
• Have a passion for customer interaction and training
• Highly organised and able to multi-task
• Self-driven and proactive nature
• Excellent communication and interpersonal skills
• High computer literacy and ability to learn new software
• Strong communicator; proven track record in customer service role
• Must be comfortable in a dynamic atmosphere of a technical organisation with a rapidly expanding customer base
• Knowledge of customer success processes
• Ability to rely on experience and sound judgement to plan and accomplish goals 
• Ability to juggle a variety of tasks, and be comfortable working independently with remote support
• Passion for service
• Be effectively fluent in spoken and written English
• Ability to speak and write effectively in another Asian language is a must.

About Pexip

Pexip enables enterprises and organisations of any size to deploy and use video-based communication and collaboration. The Company’s portfolio of products ranges from self-hosted software to cloud service video solutions. Pexip provides seamless collaboration between previously incompatible video and audio technologies such as professional video conferencing systems, Skype for Business, Microsoft Teams, Google Hangouts Meet, and WebRTC. Pexip’s software-based meeting platform can also be used as a foundation for service provider offerings. Pexip has HQ in Oslo, Norway, main offices in London, UK, New York and Herndon, US, Stockholm, Sweden, Paris, France, Sydney, Australia, Tokyo, Japan and Singapore as well as sales offices across the globe.