Renewal Specialist – North America

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has nine offices worldwide.

Job Description

Join our Global Sales Operations team at Nexthink, the leader in Digital Employee Experience. This unique opportunity involves managing the renewal process of contracts and subscriptions between Nexthink and its Partners and Customers. Your primary focus will be on retaining and increasing subscription revenue on existing customer accounts.

The role is based from our Boston Office for a 2 days minimum per week work from the office.

Key Responsibilities:

1. Contract Renewals: Collaborate with clients to understand their needs, negotiate contract renewal terms and maximize renewal rates. Drive relevant activities to ensure timely and accurate completion of all necessary paperwork, including Quotes and Order processing. Establish a framework and process to track, manage, and maximize renewal contracts.

2. Client Communication: Maintain regular communication with clients throughout the renewal process, including contacting and follow-up with customers and partners to ensure a seamless experience. Address any concerns or questions they may have and provide information on the benefits of renewal.

3. Customer Retention: Work to retain existing customers by building and maintaining strong relationships. Identify opportunities for upselling or cross-selling additional products or services.

4. Data Analysis: Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities for renewal. Use this data to create strategies for improving customer retention.

5. Negotiation: Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer.

6. Documentation: Maintain accurate and up-to-date records of all client interactions, contract details, including Terms & Conditions, and renewal processes. Ensure that all documentation complies with company policies and industry regulations.

7. Collaboration: Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process.

8. Forecasting & Reporting: Provide accurate forecasting, generate reports on renewal metrics, including renewal rates, and customer satisfaction scores. Present findings to management to inform decision-making and strategy development.

9. Customer Education: Educate clients on the value of continuing their relationship with the company, highlighting any new features, benefits, or improvements that have been made since their initial contract.

Qualifications

• 5+ years experience in a similar position.
• Strong business acumen, superior negotiation skills, and a customer service mindset are a must.
• Experience in a SaaS company; high growth Scale-up experience is a plus.
• Highly organized, with attention to details.
• Demonstrates effective teamwork, independence, and a proactive, energetic approach, showcasing resourcefulness and success in a fast-paced environment.
• Salesforce experience is a plus.

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• 📚 Free access to professional training platforms to explore your interests and enhance your skills.
• 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• 📣 Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.