Renewal Account Manager

Summary

Join ServiceNow as a Renewal Account Manager and leverage your expertise in negotiating renewal contracts, maximizing contract value, and enhancing customer relationships. You will be responsible for identifying customer needs, monitoring customer health metrics, and developing risk mitigation strategies. Collaborate with cross-functional teams to provide updates on renewal status, engage customers in conversations around renewal readiness, and present renewal proposals. This role requires strong customer management skills, experience with SaaS products, and a proven track record in account management or customer success. The position offers a competitive salary, benefits package, and opportunities for professional growth within a global market leader.

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
• 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories
• Advanced proficiency with contract renewal processes
• Experience building relationships with peers and partners
• Excellent 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

Responsibilities

• Negotiate all facets of renewal contracts
• Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from ServiceNow
• Identify customer needs and demonstrate account management capabilities to guide renewal closure
• Maintain an understanding of 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
• Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed
• Engage customer in conversations around renewal readiness, timing and general customer needs
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use

Preferred Qualifications

Deep expertise with a SaaS model focused on enterprise software preferred

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs