Lead Associate – Operations (Hi Tech & Professional Services)

Overview

Renewal Management

Responsibilities

• Own the end-to-end renewal process for long-tail accounts, ensuring contracts are renewed on time and revenue targets are achieved.
• Negotiate renewal terms within established guidelines to maximise retention.
• Identify at-risk accounts early and implement strategies to secure renewals.
• Use data insights and engagement reports from the Tech-Touch CSM to prioritise accounts and tailor renewal approaches.
• Partner with the Tech-Touch CSM to leverage customer engagement insights and adoption data that support renewal conversations.
• Align on timing and messaging for renewal outreach to ensure a coordinated customer experience.
• Maintain accurate renewal pipeline and forecast in CRM systems.
• Report on renewal performance and retention metrics regularly.
• Conduct follow-up after renewal completion to confirm customer satisfaction with the process...