Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.
We are seeking a Renewal Specialist to own a high-volume queue of subscription renewals, engaging customers primarily by phone to close renewals accurately, on time, and within SLA. As Vector’s renewal workflow becomes increasingly automated, routine renewal notices and touchpoints are handled automatically, freeing this role to focus on the renewals that need a person: negotiating price and terms, pushing back on downgrade or cancellation requests, and applying working knowledge of contract structure to make sound calls quickly, including the escalated, higher-complexity contracts that land in this role. The ideal candidate is comfortable working a fast-moving queue, confident on the phone, and ready to negotiate to protect and grow revenue.
What You'll Do:
- Own and work an assigned queue of renewal requests in Salesforce, prioritizing by risk, sentiment, and renewal date, and responding within a 48-hour SLA.
- Engage clients, primarily by phone, calling customers promptly once a renewal is flagged or due, rather than relying on email as the primary channel.
- Develop professional cooperative relationships with a portfolio of clients.
- Identify, retain, and grow Vector Solutions products based upon client needs and business initiatives.
- Develop strong knowledge of Vector Solutions customer relationship management with Accounts and Opportunities to ensure all records and data are accurate and up to date.
- Develop industry expertise within assigned client base.
- Maintain and track all client communications utilizing Vector Solutions customer relationship management system.
- Leverage Vector’s automated renewal workflow for routine, lower-touch renewals, and focus your time on the accounts and conversations that need a person: at-risk renewals, downgrade or cancellation requests, and pricing questions.
- Thoroughly review and understand contracts, quotes, order forms, and legacy agreements in Salesforce/CPQ (renewal type, pricing, payment terms) to confirm exactly what’s being renewed before engaging the customer.
- Negotiate renewal terms and pricing, push back on downgrade and cancellation requests, and present alternatives that protect and grow revenue.
- Maintain revenue for assigned client base, confirm repeat business, and identify potential areas for new revenue generation among assigned clients.
- Address client concerns and ensure the resolution of issues in a timely manner.
- Proactively conduct regular account checks to identify and mitigate early risk.
- Reinforce the value of Vector Solutions products and identify additional opportunities.
- Own escalated, higher-complexity renewal contracts, including cancellations, pricing exceptions, and contract disputes, working them directly to resolution rather than routing them elsewhere.
- Collaborate across teams to ensure clients receive support.
- Collaborate with Finance teams to ensure accurate billing of renewals.
- Ensure that renewals are closed accurately and on time while retaining or growing the contract revenue to achieve or exceed the stated renewal goal.
- Other duties as assigned.
