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Customer Renewal Representative

Location:

Lowell - Massachusetts - USA, Remote - None - None

Function:

Customer Service/Support

Ref #:

201702487
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Description

As a member of the Renewals Department, the Customer Renewal Representative III is responsible for proactively working with an assigned set of complex, sophisticated 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). Customers will be of high importance to Kronos (e.g. marquee enterprise accounts), likely own more than one product, have more than one active contract with Kronos, and typically require multiple touch points within the customer organization and within Kronos to manage the relationship effectively. Each territory encompasses a customer group worth $100M to $150M 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 III 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
• Many assigned accounts will have multiple renewal contracts – renewal approach and contract structure should be 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 advanced level – this includes having the ability to speak to the high-level functionality and value proposition(s) of flagship products
• Coordinating renewal outreach with internal stakeholders and including the right people for visibility purposes, as many accounts will be enterprise and have multiple resources engaged at any given time

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
• 4+ 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! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, 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 the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

 

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

 

Kronos is an Equal Opportunity Employer.

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.