Retention Specialist

at  Kantata

THE COMPANY

The Kantata Cloud for Professional Services™ gives businesses the clarity, control, and confidence they need to optimize resource planning and elevate operational performance. Our purpose-built software is helping over 2,500 professional services organizations in more than 100 countries focus on and optimize their most important asset: their people. By leveraging Kantata, professionals gain access to the information and tools they need to win more business, ensure the right people are always available at the right time, and delight clients with exceptional project delivery and outcomes.
Kantata is well-capitalized, hiring, and growing our loyal and diversified customer base faster than we ever have. Most importantly, we have a clear vision of where we’re going and how to get there. (Hint: It involves you.) Did we mention that Kantata is also an awesome place to work? You’ll have the opportunity to work in a dynamic environment with a team that loves what they do. A talented team, great perks, and an amazing culture = an employee-rated Best Place to Work!

ABOUT THE OPPORTUNITY

We are looking for a talented Retention Specialist to join the Client Success Operations team. The Retention Specialist will be responsible for the successful execution of the contract renewal process, providing exceptional customer service and delivering key financial results. Dealing with one the most important lines of revenue in the business, the Retention Specialist will work with an assigned list of clients to achieve the highest possible renewal rates, securing the company’s recurring revenue. This role will interact with various internal teams including Client Success, Advisory Services, and the wider Business Operations team in order to effectively retain and grow our client base. The Retention Specialist will also be instrumental in the continuous improvement of procedures and playbooks to maintain efficiency of the renewal process at scale. Success in this role will be measured against key renewal and retention metrics.

PRIMARY RESPONSIBILITIES:

• Manage and drive the end-to-end renewal lifecycle including stakeholder alignment, client engagement, negotiation, and opportunity management.
• Meet renewal rate targets and optimize key renewal terms.
• Maintain pipeline on a rolling two quarter basis to ensure on-time opportunity closure.
• Maintain accurate forecast to provide the business with visibility into Net ARR changes.
• Successfully negotiate renewal terms with clients for a mutually beneficial outcome.
• Collaborate with internal teams to understand client requirements and address potential risks. Navigate legal, finance, and technical requirements.
• Identify expansion opportunities and partner with Sales and Client Success teams to secure growth.
• Help maintain and optimize procedures and playbooks to maximize team efficiency.

WHAT YOU BRING TO THIS ROLE:

• 3+ years of Customer Success / Renewal Management / Account Management experience within B2B SaaS companies.
• Experience managing renewal pipeline with both fast moving transactional deals in addition to larger, strategic opportunities.
• Effective objection handling skills and risk mitigation strategies to successfully secure renewals.
• Demonstrated track record delivering against sales and/or retention targets.
• Experience working with Client Success to effectively demonstrate and position value.
• Experience working with Finance and Legal teams to navigate and progress contract negotiations.
• Adept understanding of renewal and retention metrics within a SaaS business.
• Business builder mindset with a passion for process optimization.
• Salesforce and Gainsight experience preferred.