At Algolia, we’re looking for a Tech-Touch Customer Success Advocate (Renewals Specialist) who is responsible for a dedicated portfolio of customers based on a high volume / low touch engagement model. As a Renewals Specialist, you are responsible for conducting account reviews, customer outreach, CRM management, forecasting, responding to customer needs, and managing the renewal process operating at scale using Salesforce, Gainsight and other internal systems. You will be partnering with various other teams including but not limited to Sales, Customer Solutions, Finance, Customer Support, and Deal Desk.
In this Customer facing role, you will get the opportunity to work on the front lines with our incredible customer base and get exposure to exciting and complex customer interactions. You’ll connect with our customers to understand their needs and challenges while partnering with our Customer Success team to ensure their challenges are addressed. You’ll establish relationships with customers as you negotiate to maximize mutual benefit at renewal time.
Your Role Will Consist Of:
- Owning and executing on a large portfolio of renewal contracts in an assigned territory
- Managing the entire renewal process with customers, including generating quotes and updating renewal opportunities in CRM
- Ensuring all renewals occur on time
- Maintain and update our CRM with detailed and accurate information on status of customers and opportunities
- Identifying growth opportunities and providing insights to the business that improve future business outcomes
- Identifying potential risks and working with the customer to resolve any customer satisfaction issues
- Collaborating with Customer Solutions, Customer Support, Finance, Legal, Deal Desk and Sales teams to ensure all customers as supported and contracts are processed accurately
- Developing and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing customer trust
- Effectively managing a high volume of emails, calls, transactions, and various internal tasks
- Engaging with customers to identify customer renewal contract requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure (OTRR: On Time Renewal Rate & Revenue Retention will be a KPI)
- Provide renewal opportunity management with complete visibility into customer health, renewal status, and customer engagement
- Providing renewal forecast of your territory, and communicate any renewal risk to internal resources and leadership in order to develop resolution strategies
- Follow and adhere to best practices for all internal processes including, but not limited to: Opportunity Management, Data Quality and Accuracy, Quotations and Forecasting
- Achieve financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons, and maximize customer value
- Collect customer feedback, and present ideas internally for how to improve the customer experience leveraging technology and automations.
You Might Be A Fit If You Have:
- 1-3 years of experience of relevant experience at a SaaS/Software Company
- Experience using Salesforce CRM
- Strong attention to detail and process oriented
- Strong verbal and written communication skills
- Ability to manage a large number of active accounts, identify problems and opportunities, and provide solutions for each of them with strong process management, negotiation skills, financial acumen, and ability to apply strict policies
- Ability to build relationships and collaborate closely with teammates
- Ability to react and adapt to potential rapid shifts in priorities and organizational policies
- Motivation to constantly learn and improve
Nice to Have:
- Experience with an enterprise CRM or customer service application
- Experience with Gainsight is a significant plus
- Experience managing a high volume of customer accounts and transactions
- Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level
- Ability to manage transactions through every stage of the renewal cycle
- Experience in negotiating complex multi-year services contracts
LOOKING FOR SOMEONE WHO CAN LIVE OUR VALUES:
- GRIT – Problem-solving and perseverance capability in an ever-changing and growing environment
- TRUST – Willingness to trust our co-workers and to take ownership
- CANDOR – Ability to receive and give constructive feedback
- CARE – Genuine care about other team members, our clients and the decisions we make in the company
- HUMILITY – Aptitude for learning from others, putting ego aside
REMOTE STRATEGY:
Algolia’s flexible workplace model is designed to empower all Algolians to fulfill our mission to power search and discovery with ease. We place an emphasis on an individual’s impact, contribution, and output, over their physical location. Algolia is a high-trust environment and our team members have the autonomy to choose where they want to work and when. We know community comes in many forms and strive to create opportunities for intentional in-person connection in our offices and virtually for our remote colleagues around the world.
We have a global presence with physical offices in Paris, NYC, London, Sydney and Bucharest.
ABOUT US:
Algolia prides itself on being a pioneer and market leader offering an AI Search solution that empowers 17,000+ businesses to compose customer experiences at internet scale that predict what their users want with blazing fast search and web browse experience. Algolia powers more than 30 billion search requests a week – four times more than Microsoft Bing, Yahoo, Baidu, Yandex and DuckDuckGo combined.
Algolia is part of a cadre of innovative new companies that are driving the next generation of software development, creating APIs that make developers’ lives easier; solutions that are better than building from scratch and better than having to tweak monolithic SaaS solutions.
In 2021, the company closed $150 million in series D funding and quadrupled its post-money valuation of $2.25 billion. Being well capitalized enables Algolia to continue to invest in its market leading platform, to better serve its thousands of customers–including Under Armor, Petsmart, Stripe, Gymshark, and Walgreens, to name just a few.
WHO WE’RE LOOKING FOR:
We’re looking for talented, passionate people to build the world’s best search & discovery technology. As an ownership-driven company, we seek team members who thrive within an environment based on autonomy and diversity. We’re committed to building an inclusive and diverse workplace. We care about each other and the world around us, and embrace talented people regardless of their race, age, ancestry, religion, sex, gender identity, sexual orientation, marital status, color, veteran status, disability and socioeconomic background.