Renewal Specialist

Summary

Join KnowBe4 as a Renewal Specialist (Egress) and coordinate with CSMs and customers to provide pricing quotes for renewals, efficiently closing opportunities. You will be responsible for all renewals within your region, working with account managers, CSMs, and the partner team. Responsibilities include conducting account health checks, forecasting subscription changes, identifying at-risk accounts, and reviewing accounts for expansion opportunities. You will also facilitate legal documentation revisions, ensure customers have the latest terms and conditions, and work closely with various teams to support customers. A key aspect of the role is developing mitigation plans for at-risk renewals and maintaining up-to-date CRM records. You will collaborate with marketing on customer communications and continuously seek improvements to support existing customers, while meeting and exceeding booking targets.

Requirements

• A university graduate (any discipline) with some exposure to customer environments in past work experience
• Excellent relationship-building skills with the ability to network with peers, prospects, and customers
• Interested in IT and emerging technologies
• High level of administrative skills
• High level of computer literacy
• Reliable team member and able to work on own initiative and in a team
• Positive, self-motivated with a desire to grow and progress
• First-class communication skills, written and oral, are essential
• Energetic, enthusiastic, and target motivated

Responsibilities

• Responsible for all renewals, within their focused region
• Required to work with the account managers, CSMs and the partner team when quoting on a renewal
• Hold account health checks to identify and combat reductions to subscriptions
• Forecast any changes to the customers' current subscription – under-licensed or reduction in current subscription
• Review accounts regularly to flag any accounts that could be at risk of not renewing, or reduction in current subscription due to low usage, support issues, etc
• Review accounts and flag opportunities to expand or grow the customers' current subscriptions
• Facilitate a working process between KnowBe4 Legal department, and customer’s Legal team to revise legal documentation pertinent to the contract
• Responsible for legal documentation, ensuring the customer has our latest Ts & Cs
• Work closely with our account managers, customer success, and tech services. and support teams to make sure the customer is fully supported
• Work on a mitigation plan for every risk renewal in partnership with customer success and account managers
• Update CRM to make sure records are up to date
• Work closely with marketing on a customer communications plan to make sure customers are kept up to date with new versions, new products, etc
• Develop contacts, to ensure we have multiple touchpoints, relationships, and stakeholders across the business
• Make improvements and come up with new ideas to support our existing customers
• Meet and exceed bookings targets and quotas
• Maintain impeccable administration of your opportunities in the Company’s CRM

Preferred Qualifications

Previous exposure to sales would be a benefit

Benefits

• We offer company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code