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Customer Renewal Representative

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

201702486
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Description

As a member of the Renewals Department, the Customer Renewal Representative II is responsible for proactively working with an assigned set of mid-market and/or SMB-sized 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 absolutely pivotal to Kronos’ continued growth.

Customer Renewal Representatives II are tasked with eliminating churn before and at point of renewal while fostering the success, growth, and expansion of each customer account (in product reach and/or revenue); they also have accountability for solidifying the long-term relationship between Kronos and the customer.

Responsibilities

Contract Renewals:
• Managing and negotiating 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
• Achieving established dollar and unit retention targets (by customer and by product)
• Probing for additional sales opportunities on all customer calls – requires meeting minimum sales lead/upsell goals
• Utilizing a renewal approach and contract structure built to encompass long-term needs and incorporate anticipated changes in organization strategy
• Renewal conversations may include helping to determine the best/correct product for the customer, professionally presenting that information to the customer, and bringing the right resources to the table to facilitate product or platform migrations in certain situations
• Identifying opportunities for improving usage/adoption is also a key element, which requires understanding Kronos’ 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
• Coordinating internal resources across departments to ensure your customers’ success, presenting the best customer experience possible, and solidifying future growth of your accounts

Operations:
• Diligently maintaining renewals pipeline and activity records in corporate CRM (Salesforce.com)
• Working with the Receivables team to ensure a high resolution rate of auto-renewed contracts
• Industry Knowledge: Developing a thorough understanding of the territory’s industry and unique business goals and needs

Competencies

• Excellent negotiation skills
• Problem solving (creatively come up with ways to overcome customer challenges)
• Conflict resolution (working with escalated customers)
• Excellent verbal and written communication skills
• Strategic, big-picture thinking – the ability to be creative when presented with unique circumstances while not focusing too much on the short-term situation
• Strong organizational skills with an emphasis on territory management
• Ability to collaborate with all types of internal resources to achieve retention targets

Qualifications

• 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

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Corporate overview

You’re empowered when you’re a Kronite. 

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance – to live inspired. In fact, it’s expected! You’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond. 

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.