Customer Renewals Representative

at  RWS Group

Job Purpose:
RWS is looking for a dynamic Customer Renewals Representative to join the Global Technology renewals team. The Customer Renewals Representative will be supporting our customers and their contracts in a consultative manner to ensure a continuous and successful engagement with RWS.
As part of an enthusiastic global team, you will be responsible for a subset of our customer base in order to maintain and grow revenue within our existing customers. The ideal candidate will be detail oriented, with strong organizational and communication skills. You will build solid partnerships with our internal colleagues as well as customers and ensure a positive renewals experience for all customers. We are looking for someone who is passionate about providing an exceptional experience for our customers as well as supporting our growth & retention KPI’s.
Job Overview:

TECHNICAL SKILLS

• Fluency in English -spoken and written
• Excellent customer service and communication skills
• Excellent verbal and written communication skills
• A thorough understanding of delivery of excellent customer service
• High degree of proficiency with Salesforce & Excel – reporting and dashboard knowledge would be a bonus

NICE TO HAVE QUALIFICATIONS:

• Experience with cloud-based/SaaS solution offerings and subscription management
• Bachelor’s degree in Business or Finance or a closely related field
  Life at RWS:
  At RWS, we’re here for one purpose: unlocking global understanding.
  As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.
  We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.
  If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.
  We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise.

Key personal skills and experience:

• Minimum 2-4 years business experience in a similar renewals management role
• Have experience and confidence in interaction / negotiation with decision makers at client side and with senior procurement
• Strong organizational skills including ability to prioritise and escalate customer issues as required
• Excellent attention to detail and a commitment to both accuracy and quality of work
• Demonstrated ability to work independently as well as in a team environment
• Must be a motivated self-starter with the ability to handle a high volume of e-mail communication
• Ability to take initiative, and a strong work ethic
• Must be able to work towards set deadlines; monthly/quarterly/annually
• Ability to meet new challenges with optimism and an open min

Reporting to Renewals Team Lead, a Customer Renewals Representative will be required to:

• Pro-actively review the customer contracts and order forms to ensure commercial agreement is in line with renewal quotation being prepared
• Contact and follow-up with customers and partners to ensure a timely maintenance renewal process: prepare renewal quotes for maintenance contracts 90 days prior to expiration and follow established processes for follow-up
• Manage customer requests for contract merges, transfers and license purchases
• Weekly reporting on progress of maintenance renewals to Team Lead
• Administer and consolidate data concerning maintenance renewals
• Track cancelled maintenance contracts including reasons for cancellation
• Maintain accurate records of all contact with clients in Salesforce Database
• Liaise with other members of the wider RWS team to support customer growth & retention
• Management of assigned internal ad-hoc projects
• Negotiate contract amendments in partnership with our customers & legal teams
• Identify new business opportunities to generate a growing revenue stream for RWS
• Update internal support systems and ensure license delivery is on time

Key personal skills and experience:

• Minimum 2-4 years business experience in a similar renewals management role
• Have experience and confidence in interaction / negotiation with decision makers at client side and with senior procurement
• Strong organizational skills including ability to prioritise and escalate customer issues as required
• Excellent attention to detail and a commitment to both accuracy and quality of work
• Demonstrated ability to work independently as well as in a team environment
• Must be a motivated self-starter with the ability to handle a high volume of e-mail communication
• Ability to take initiative, and a strong work ethic
• Must be able to work towards set deadlines; monthly/quarterly/annually
• Ability to meet new challenges with optimism and an open mind