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Customer Renewal Representative - Enterprise Retail


Lowell - Massachusetts - USA


Professional Services and Consulting

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This Customer Renewal Representative III is responsible for proactively working with an assigned set of enterprise sized retail customers to inspire successful use of our products by those customers and to achieve the highest possible renewal rates within that customer set (maintenance, SaaS and subscription-based products). Each territory encompasses a customer group worth $50M to $100M in total recurring revenue – retaining this revenue at the highest rate possible while partnering with those customers and internal teams like Customer Success and Sales to ensure their success is pivotal to UKG’s continued growth.
• Eliminate churn before and at point of renewal while fostering the success, growth, and expansion of each customer account
• Accountable for solidifying the long-term relationship between UKG and the customer.
• Manage and negotiate all existing renewal contracts for an assigned territory of customer accounts – this includes the execution of new renewal contracts for signature by the client and focusing on long-term, multiyear renewals when appropriate
• Achieve established dollar and unit retention targets (by customer and by product)
• Probe for additional sales opportunities on all customer calls – requires meeting minimum sales lead/upsell goals
• Utilize a renewal approach and contract structure built to encompass long-term needs and incorporate anticipated changes in organization strategy
• Identify opportunities for improving usage/adoption is also a key element, which requires understanding UKG’s core and ancillary products at an intermediate level – this includes having the ability to speak to the high-level functionality and value proposition(s) of flagship products
• Coordinate internal resources across departments to ensure your customers’ success, presenting the best customer experience possible, and solidifying future growth of your accounts
• Maintain renewals pipeline and activity records in corporate CRM (
• Work with receivables team to ensure a high-resolution rate of auto-renewed contracts


• Bachelor’s degree or equivalent preferred
• Experience selling HR and Payroll application-oriented software and or systems strongly preferred
• Experience in the tech industry or a high proclivity to learn software/technology solutions preferred
• 1+ years with proven experience in Sales, Retention or Account Management

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.