Inside Renewals Specialist

Summary

NWN is an AI-powered technology solutions provider serving public and private organizations across North America. The Inside Renewals Specialist will manage a portfolio of high-volume customer accounts, drive timely renewals, and identify upsell and cross-sell opportunities. The role partners with Sales, Customer Success, Engineering, and Finance while tracking pipeline performance and improving renewal processes.

Responsibilities

• Proactively manage and drive the renewal process for an assigned portfolio of high-volume accounts, ensuring contracts renew on time and with minimal disruption to the customer relationship
• Build and maintain strong customer relationships, understanding each account's needs and positioning the value of NWN’s offerings to meet them
• Partner with Account Executives, Sales management, and Customer Success to identify upsell and cross-sell opportunities within the renewal portfolio
• Develop accurate, compelling renewal and expansion proposals, ensuring pricing is correct and terms align with each customer's goals
• Maintain and track the renewal pipeline, ensuring renewal milestones are met on schedule and that opportunities for additional revenue are identified and pursued
• Analyze customer purchase and renewal history to inform renewal strategy, pricing, and expansion recommendations
• Identify and drive process improvements for the renewal workflow, adopting automation and tools where appropriate
• Coordinate with internal teams, including Sales, Customer Success, Engineering, and Finance, to resolve customer issues that surface during the renewal cycle
• Report regularly on renewal activity, pipeline health, and performance metrics to Sales management and other stakeholders
• Performs other duties as assigned
• Complies with all policies and standards

Skills

• Bachelor's degree required; equivalent combination of education and work experience will be considered in lieu of a degree
• 2 to 3 years of experience in sales, renewals, or customer success, ideally within a technology environment
• Experience managing renewal pipelines, customer portfolios, and revenue retention activities
• Experience partnering with Sales, Customer Success, Engineering, Finance, and other internal teams to resolve customer issues and support renewal outcomes
• Strong verbal and written communication and interpersonal skills, with the ability to effectively partner with cross-functional teams
• Proven ability to manage a portfolio of high-volume accounts and prioritize competing tasks in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making
• Experience with CRM systems and sales tools, with an emphasis on maintaining accurate records and managing renewal pipelines
• Ability to work independently and take ownership of tasks while contributing to team goals and initiatives
• Ability to think strategically about customer retention and revenue growth, proactively identifying opportunities for improvement
• Demonstrated ability to take initiative, lead projects, and influence outcomes in a collaborative environment
• Commitment to cultivating a positive, high-integrity team culture that prioritizes customer success and continuous improvement
• Ability to navigate ambiguity and make decisions with limited oversight in a high-growth, fast-paced organization
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness

Qualifications

Must Haves

• Bachelor's degree required; equivalent combination of education and work experience will be considered in lieu of a degree
• 2 to 3 years of experience in sales, renewals, or customer success, ideally within a technology environment
• Experience managing renewal pipelines, customer portfolios, and revenue retention activities
• Experience partnering with Sales, Customer Success, Engineering, Finance, and other internal teams to resolve customer issues and support renewal outcomes
• Strong verbal and written communication and interpersonal skills, with the ability to effectively partner with cross-functional teams
• Proven ability to manage a portfolio of high-volume accounts and prioritize competing tasks in a fast-paced, dynamic environment
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making
• Experience with CRM systems and sales tools, with an emphasis on maintaining accurate records and managing renewal pipelines
• Ability to work independently and take ownership of tasks while contributing to team goals and initiatives
• Ability to think strategically about customer retention and revenue growth, proactively identifying opportunities for improvement
• Demonstrated ability to take initiative, lead projects, and influence outcomes in a collaborative environment
• Commitment to cultivating a positive, high-integrity team culture that prioritizes customer success and continuous improvement
• Ability to navigate ambiguity and make decisions with limited oversight in a high-growth, fast-paced organization
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness

Benefits

• Medical, dental, and vision plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Disability insurance
• Life insurance
• 401(k) with company match
• Unlimited PTO
• Paid company holidays
• Hybrid/remote work
• Paid bonding leave for eligible employees
• Employee discounts
• Access to the Employee Assistance Program (EAP)
• Accident coverage
• Critical illness coverage
• Long-term care coverage
• Hospital indemnity coverage
• Legal protection
• Identity theft protection
• Pet insurance
• Supplemental life insurance
• Referral bonuses
• Charitable donation matching
• Allowances for eligible roles