Renewals Account Representative

As a Renewals Account Representative at Rocket Software, your main responsibilities will include managing client and partner accounts, maintaining and growing renewal rates, negotiating renewals, and serving as a liaison between customers and internal teams. You'll also focus on building long-term relationships and identifying upsell opportunities.

To excel as a Renewals Account Representative at Rocket Software, candidates should possess 5+ years of equivalent business experience, ideally with at least 2 years in managing customer relationships. Strong communication skills, experience with sales automation systems like Salesforce, and negotiation capabilities are essential for this role.

Rocket Software is committed to fostering professional growth, offering leadership and skills training opportunities for their Renewals Account Representatives. They also have a tuition reimbursement program that encourages ongoing learning and career advancement.

Working at Rocket Software offers a fun and supportive environment where employees are encouraged to be their authentic selves. Emphasizing diversity, inclusion, and equity, the company strives to create a workplace where everyone can thrive and feels valued for their contributions.

Rocket Software offers an attractive benefits package for their Renewals Account Representatives, including unlimited vacation time, health and wellness coverage, 401(K) matching contributions, and various programs aimed at supporting employee well-being and development.

When managing client relationships, I prioritize proactive outreach and consistent communication. Building trust is crucial, so I focus on understanding customer needs and ensuring they feel valued. I also document insights to tailor my approach and anticipate any future needs.

In a previous role, I negotiated a renewal that involved a significant price increase. I approached this by outlining the value our services provided, addressing concerns transparently, and offering additional support options that justified the increase. This helped retain the client and enhance our relationship.

To minimize cancellations, I maintain regular contact with clients to discuss their satisfaction levels and any potential issues before renewals are due. Understanding their concerns allows me to address them proactively, thus nurturing the relationship and preventing abrupt cancellations.

Identifying upsell opportunities begins with actively listening to my clients’ needs and challenges. By understanding their long-term goals, I can then propose additional products or enhancements that align with their objectives, effectively creating a win-win solution.

Collaboration is vital in my role. I regularly liaise with internal teams—such as Sales and Support—to gather insights and resources that can help address client needs more effectively. This enables me to provide comprehensive solutions and enhances customer satisfaction.

Handling difficult conversations requires preparation and empathy. I focus on maintaining a calm and professional demeanor, actively listening to the client’s concerns while conveying the value of our offerings. My goal is to understand their perspective fully and work towards a mutually beneficial outcome.

I have extensive experience using Salesforce for managing client relationships, tracking lead progress, and analyzing data metrics. These tools have not only streamlined my workflow but have also improved my ability to forecast renewals and identify potential upsell opportunities.

Staying organized is key, especially when managing multiple accounts. I utilize calendar reminders, task management tools, and CRM systems to keep track of renewal dates, follow-ups, and key customer details. This systematic approach ensures nothing slips through the cracks.

Key metrics I focus on include renewal rates, revenue growth from renewals and upsells, and customer satisfaction scores. By measuring these, I can evaluate both my individual performance and the overall health of the customer relationships I manage.

Rejection is part of the sales process, and I remind myself that it’s an opportunity to learn and improve. I maintain a positive attitude by reflecting on feedback and using it to refine my approach in future negotiations, which helps strengthen my resilience.