Renewal Account Manager, CX

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Assist customers, Suite Account Managers, and Account Executives with contract renewals and renewal negotiations • Retain customers during the negotiation process • Grow and retain revenue through annual or CPI increases and specific product additions • Meet team and individual goals related to renewal tasks • Prepare and analyze financial reports and contractual documents for internal renewal meetings • Engage directly with clients to understand renewal goals and desired outcomes • Negotiate contract terms, pricing, and other details • Partner with SAMs, AEs, TAMs, and Finance to support revenue retention goals • Partner with Finance to ensure healthy price points • Extend contracts for multiple years • Maintain detailed knowledge of customer contracts and NiCE billing methods • Monitor competitors and develop counteroffer and retention strategies • Maintain working knowledge of NiCE products and services • Ensure consistent customer messaging with TAMs, SAMs, and AEs • Track client retention and revenue growth using Salesforce and Excel • Communicate professionally with internal and external stakeholders • Investigate risks and prepare recommendations to minimize them • Create contract documents, presentations, emails, and spreadsheets for contract management activities

🎯 Requirements

• Bachelor’s degree in Information Technology, Business Administration, or a related field, or equivalent work experience • 4+ years of applicable experience in contract negotiation • 4+ years of experience in contact center or service delivery • Experience with SaaS billing models • Experience working in a fast-paced environment and meeting customer contract timelines • Experience working independently with little to no daily supervision • Ability to pivot between negotiation projects • Ability to multitask responsibilities • Adaptability and responsiveness to changing business needs and customer expectations • Ability to maintain focus and productivity amid incomplete information or shifting parameters • Experience tracking and reporting renewal metrics such as renewal rates • Innovative strategic ideas and approaches in negotiation • Problem-solving and critical-thinking skills • Ability to communicate effectively with high-level customer stakeholders such as CEOs, CTOs, and CFOs • Proficiency with Microsoft Office applications, PowerPoint, and Salesforce • Account Management or sales experience is bonus experience

🏖️ Benefits

• Fast-paced, collaborative, and creative work environment • Learning and growth opportunities • Internal career opportunities across multiple roles, disciplines, domains, and locations • Equal opportunity employment