Account Manager (Renewals)

SUMMARY:
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POSITION INFO:

The Account Manager (Renewals) is responsible for retaining and renewing customer contracts while ensuring accuracy, timeliness, and compliance across the renewals lifecycle or customer renewal journey (CRJ). The role is execution focused, with accountability for on time renewals, churn prevention, contract accuracy, customer engagement, and clean forecasting. The Account Manager (Renewals) acts as a trusted operational partner to Technical Account Managers, Finance, and OEMs

What you'll do:

• Renewal Revenue Execution
  • Own end to end management of renewal contracts within an assigned portfolio of accounts.
  • Achieve high renewal rates by proactively managing contract timelines and customer engagement.
  • Ensure renewals are commercially sound, correctly uplifted, and aligned to entitlement.
  • Actively prevent churn through early identification of renewal risk.
• Customer Engagement & Retention
  • Proactively engage customers on 100% of assigned renewals in line with the annual CRJ process.
  • Build and maintain strong customer relationships to ensure continuity and renewal confidence.
  • Address customer renewal queries accurately and within defined SLA timelines.
  • Escalate risk or issues early to prevent late or missed renewals.
• Forecasting & Pipeline Management
  • Maintain accurate renewal forecasts aligned with internal reporting cadence.
  • Ensure renewal opportunities are reflected correctly in CRM and forecasting systems.
  • Build and maintain a complete 3 year renewal pipeline for the assigned portfolio.
  • Track renewal timing and proactively manage quote release milestones.
• Quoting, Pricing & Compliance
  • Issue 100% of renewal quotes as per CRJ milestone timelines or at least 90 days before contract expiry.
  • Ensure pricing, entitlement, and contract terms are validated prior to quote submission.
  • Work closely with OEMs supplier/s, and internal teams, Technical and/or Administrative to resolve discrepancies.
  • Maintain zero discrepancies between OEM, distributor, and internal renewal records.
• Operational Accuracy & Issue Resolution
  • Resolve OEM pricing, entitlement, or contract issues within agreed SLAs.
  • Minimise renewal related escalations by delivering clean, timely execution.
  • Maintain accurate documentation and audit ready renewal records.
  • Contribute to operational consistency and reliability across renewals processes.
• Continuous Improvement & Capability Development
  • Complete required learning paths related to business, systems, and personal development.
  • Stay current on OEM renewal policies and internal renewal standards.
  • Contribute at least one documented process improvement or operational enhancement.
  • Actively participate in team knowledge sharing and best practice adoption.

Your Expertise:

• 5+ yrs experience in similar role with proven track record
• Experience in contract renewals, account administration, or commercial operations
• Strong attention to detail and process discipline
• Ability to manage multiple renewals concurrently
• Strong customer communication and stakeholder engagement skills
• Experience working with CRM and commercial systems
• Experience in software, SaaS, or enterprise licensing renewals
• Exposure to OEM or distributor based commercial models
• Understanding of forecasting and pipeline reporting

Qualifications

• Bachelor's degree or equivalent in Business, Sales, Business Admin, or a related field

Key Interfaces

• Partners and End-Customers
• Sales & Technical Account Management
• Finance & Commercial Operations
• OEMs / Distributors
• Renewals Leadership

Personal Attributes/Soft Skills:

• Strong relationship management and communication skills
• Attention to detail
• Strong organization and time management