"Alerted.org

Overview

Customer retention is not just a strategy, it's a critical lifeline for sustainable business growth. We recognize that while automated renewal processes are efficient and will be preferred for most customers, some relationships require personalized attention. By establishing a “renewal team” we (1) free our sales team to focus on high-value new business development (2) allow customer success to concentrate on strategic client relationships and not handle commercial obligations. The renewal specialist will be empowered to manage routine yet crucial interactions: including standardized upgrades, price negotiations within predefined parameters, and intelligent case routing, thereby creating a more streamlined, cost-effective approach to customer retention. As our understanding of this role's potential evolves, we anticipate expanding its scope to address emerging business needs and demonstrate increasingly tangible value. This is a customer-facing role designed to ease the burden on AMs and CSMs by helping our customers navigate renewals. While this role can be helpful, it is intentionally designed to avoid handling contracting/billing conversations, and direct selling/issue resolution. The role will evolve over time as our CSMs become more mature and our AMs develop trust.

What you'll bring

+ Experience: 1-4+ years of experience in a renewals, account management, inside sales, or customer success role. Ideally within a B2B, SaaS, or technology environment, with a proven track record of handling customer needs effectively.● Communication & interpersonal skills: Strong verbal and written communication skills, with an emphasis on active listening, empathy, and the ability to build rapport and trust with customers.● Negotiation: Proven ability to negotiate effectively and persuade customers towards a positive outcome, focusing on mutual benefit.● Organizational skills: Excellent organizational and time-management skills, with the ability to manage a high volume of tasks and deadlines while maintaining a focus on individual customer needs.● Customer focus: A strong commitment to customer satisfaction, advocacy, and building long-term relationships.● Salesforce proficiency: Experience using Salesforce (or similar CRM) software is typically required.● Self-motivated & proactive: Ability to work independently, take initiative in addressing customer needs, and proactively manage responsibilities.● Teamwork: Ability to collaborate effectively with internal teams to ensure a holistic approach to customer success and ensure alignment across teams.

How you will lead

+ Internal collaboration: Act as a strategic liaison to quickly mobilize and align sales, customer success, and other teams (as required). Identify, route, and escalate customer needs, ensuring team alignment and rapid, comprehensive solution delivery for customer requirements.● Negotiation & problem solving: Engage in renewal discussions and select pricing negotiations. Address and resolve any customer concerns or obstacles to renewal.● Upselling/cross-selling (as applicable): Identify opportunities to introduce additional products, services, or upgrades that address evolving customer needs and can enhance their success.● Process adherence & improvement: Follow established renewal processes and contribute to their ongoing refinement and optimization based on customer feedback and interactions.● Customer communication: Serve as a point of contact for customers regarding their upcoming contract renewals. Actively listen to understand their current business needs, challenges, and objectives.● Product & service knowledge: Maintain a thorough understanding of the company’s offerings, pricing models, and value proposition to effectively address customer inquiries and position solutions.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.