Customer Success Renewal Specialist (Mandarin-speaking) at SAS Software Ltd

Hong Kong Island, Hong Kong, China -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Renewal Management, Contract Negotiation, Account Management, SaaS, Sales Techniques, Communication Skills, Organizational Skills, Time Management, Financial Acumen, Process Management, Problem Solving, Team Collaboration, Data Analysis, Bilingual Communication, Customer Relationship Management

Industry

Software Development

Description

Job Description Customer Success Renewal Specialist (Mandarin-speaking) We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers. If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more. About the job The Customer Success team is looking for a Customer Success Renewal Specialist to support SAS’s customer retention and renewal strategy, on-time execution of renewals processes and contracts. You will develop programs to manage implementation of customer relationship strategies to increase both the effectiveness and efficiency of our loyalty and retention efforts. You will be owning and executing a portfolio of renewal contracts in an assigned territory and be responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success Managers to secure every renewal. You will be responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities, and passing insights back to the business. As a Customer Success Renewal Specialist, you will: Serve as primary contact to develop and execute win/win negotiation strategies for medium to large account contract renewals that optimize contract terms while protecting and enhancing customer trust. Own, drive and manage the renewals process in collaboration with the account team. Ensure successful and on-time renewals for the account prior to the contract end date and executing all renewal back-end work in a timely manner for the assigned customer base. Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration. Partner with Account Executives/CSMs/ Enterprise Negotiations, Licensing Operations and Sales Operations to fully understand and develop a clear renewal strategy for each customer based on data driven decisions. Provide rapid, focused response to customer and CSM requests including via sales processing procedures (COMMIT). Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure. Secure and validate renewal orders, driving maximum renewal and up-selling from the install base which includes confirming the delivery of quote to partners/end customer and facilitate the order Processing and approval of Purchase orders. Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales deeds. Provide executive management with complete visibility to renewals and solicit executive involvement and escalate as required. Accurately maintain/update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated to develop resolution strategies. Follow and adhere to best practices for all internal processes including Opportunity Management, Data Quality, Quoting and Forecasting. Engage in strategic account planning with key stakeholders across the business to ensure accountability across teams; act as a Renewals brand ambassador. Required Qualifications Typically requires a minimum of five years of demonstrated success in a Renewal Account Management or Customer Success capacity. Strong focus on negotiating contracts. Bachelor's degree in any discipline, preferably in Business, Marketing, MIS (Computer Sciences) or related field. Fluent in English. Proficiency in Mandarin language is essential. The role is to manage renewals for China market. Good understanding of SaaS/subscription-based renewals models, application and sales techniques. Strong negotiation and objection handling skills that allow for value-based contract negotiations at the CXO level, involving multi-year contract as well. Good written, verbal, and interpersonal communications skills Good organizational, Customer management & Excellent time management skills. Ability to work in a fast paced, high-volume sales environment Knowledge of SAS products, solutions and services, cloud technologies preferred Strong process management, financial acumen, and adherence to policy Experience with enterprise CRM applications. Ability to successfully balance a wide variety of daily tasks and adjust priorities in a fast-paced environment over multiple engagements. Must be a self-starter with the ability to work independently or in a team environment Experience leading customer retention and adoption of a SaaS product for complex accounts/territories. Personal initiative to identify areas of process improvement and efficiency. Strong work ethic and quota achievement. Stays abreast of related industry trends and technologies. You’re curious, passionate, authentic and accountable. These are our values and influence everything we do. You are welcome here. At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Additional Information: SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com. Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more. #SAS #LI-DK

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Responsibilities

The Customer Success Renewal Specialist will manage the renewals process for customer contracts, ensuring timely execution and developing strategies to enhance customer retention. This role involves collaboration with internal stakeholders to secure renewals and identify growth opportunities.