Renewal Account Manager, CX

Summary

NiCE is a global software company focused on customer experience, financial crime prevention, and public safety solutions. The Renewal Account Manager, CX supports customers and account teams with contract renewals and negotiations, retaining customers and growing revenue through effective pricing, product additions, and contract extensions. The role also coordinates with finance and sales teams, analyzes renewal metrics, and prepares contract management materials.

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
• Negotiating contract terms, pricing, and other details to achieve favorable outcomes for both the company and the customer, which will maintain and increase 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
• Extending contracts for multiple years
• Become intimately familiar with customer contracts and NiCE billing methods
• Maintain working knowledge of competitors and what strategy NiCE should develop for counter offers and retaining the customer
• 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 with multiple sources 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

Skills

• 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
• Tracking and reporting on renewal metrics, such as renewal rates
• To be innovative with strategic ideas and approaches in negotiation
• To have Problem solving and critical thinking skills
• To be able to effectively communicate with high level customer stakeholders such as CEOs, CTOs, and CFOs
• To be Efficient with Microsoft office applications, PowerPoint, and Salesforce
• Account Management or sales experience

Qualifications

Must Haves

• 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
• Tracking and reporting on renewal metrics, such as renewal rates
• To be innovative with strategic ideas and approaches in negotiation
• To have Problem solving and critical thinking skills
• To be able to effectively communicate with high level customer stakeholders such as CEOs, CTOs, and CFOs
• To be Efficient with Microsoft office applications, PowerPoint, and Salesforce

Nice to Haves

• Account Management or sales experience

Benefits

• A chance to learn and grow
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations
• A fast-paced, collaborative, and creative work environment