Associate Renewal Account Manager

Summary

Join ServiceNow as a Renewal Account Manager and partner with Field Sales to support renewal touch points with customers. You will identify customer needs, demonstrate account management skills to guide renewal closure, and understand ServiceNow licensing models. Monitor customer health metrics, develop risk mitigation strategies, and provide regular updates on renewal status. Support customer conversations around renewal readiness and connect with customers on multi-year contracts. Create and present renewal proposals, coordinate with other teams to finalize agreements, and partner with Customer Success to review customer value achievement.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 3+ years demonstrated success in a Renewal Account Management or Customer Success capacity
• Experience managing customer retention and adoption of a SaaS product for a territory
• Good customer management skills including sales, account management, and customer service
• Personal initiative to identify areas of process improvement and efficiency
• Strong work ethic and quota achievement
• Fluent in English and German

Responsibilities

• Partner with Field Sales to support renewal touch points with the customer
• Identify customer needs, demonstrating account management skills to guide renewal closure
• Understand ServiceNow licensing models to provide both sales and customers assistance in licensing discussions
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams
• Provide regular and accurate updates on renewal status to management and escalate when needed
• Support customer conversation around renewal readiness, timing and general customer needs
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization
• Create & present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration
• Coordinate with Legal, Deals Desk and Sales Operations to obtain approvals and finalize executable OF
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use

Preferred Qualifications

Experience with a SaaS model focused on enterprise software preferred