Sr. Renewal Specialist

At 8x8 Inc. [Nasdaq:EGHT] we put communications at the heart of our business and build technology that allows people to connect anytime, anywhere they are in the world, and on any device. XCaaS - the 8x8 Experience Communications Platform - brings together Employee and Customer Experience, enabling hybrid workforces across the globe to connect, collaborate, and delight customers, while providing businesses with real-time communications analytics, intelligence and unique insights.

Learn more on our company website at www.8x8.com follow our pages on LinkedIn, Twitter, Facebook and Instagram.

The candidate will have a strong understanding of the renewals process, proficient negotiating skills, and the ability to showcase our business value. Managing renewals objectives, building relationships, and leading the customer through preparation, negotiation, and management of subscription renewals is key to preserve and improve the relationship with customers.

What You’ll Do

• Drive and lead the renewals process for assigned contract renewals, in collaboration with the customer success and account management teams to ensure on time renewal.

• Develop and present renewal options that maximize renewal rates and minimize churn.

• Establish effective and cooperative working relationships with customers via phone and email. This includes objection handling, and problem solving when customers request discounts, indicate they won’t renew, or are evaluating competing solutions.

• Identify at-risk customers by communicating issues and feedback to internal teams enlisting assistance when necessary to complete the renewal process, mitigate identified risks, and ensure customer satisfaction.

• Follow 8x8 best practices and processes throughout the renewals process, including maintaining case notes within Salesforce.

• Negotiate and execute renewal contracts to maintain or grow recurring revenue.

• Identify any upsell/cross-sell opportunities and communicate to the account team

• After the renewal, work with cross-functional teams to ensure agreement is executed and records are updated.

• Work ad-hoc with the team to support generic renewal-related inquiries and requests.

• Partner with Operations to communicate challenges in our current renewal process and advocate for improvements.

What We Are Looking For

• Proven experience in customer-facing roles, preferably in Renewals, Sales, Account Management, Vendor Management, or Customer Success experience.

• Experience in managing and negotiating contracts and developing pricing proposals.

• Strong analytical and problem-solving skills 

• Customer-focused, serving as a trusted partner

• Approach issues with empathy and creative problem-solving mentality

• Excellent time management skills

• Highly organized with attentiveness to detail 

• Ability to organize and prioritize activities and escalations 

• Effective communicator, adept at both written and verbal communications with customers and internal stakeholders.

• Proficient in use of Google Docs and Microsoft Excel, including use of pivot tables.

• Experience using Salesforce is a plus

• Strong communication and presentation skills, both verbal and written 

• Strong interpersonal skills and experience building relationships both internally and externally 

• Bachelor’s degree or equivalent military and/or work experience

• Previous experience with B2B SaaS and/or enterprise software experience a plus

The compensation range reflects the Company’s good faith belief at the time of posting. 8x8 has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

$130,125.00 - $216,875.00

8x8 is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

For 8x8 jobs located in the US: 8x8 participates in the E-Verify program.

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