Renewals Account Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description Summary:The Renewal Account Representative manages Rocket Software clients and partners with a focus on maintaining and growing renewal rates, retaining customers and identifying opportunities for upsell. Responsibilities include communicating the maintenance value proposition, managing negotiations, writing proposals, and completing renewals before due date. Will also serve as the liaison between customers and appropriate Rocket teams to resolve escalated issues and to maximize maintenance revenue. The Renewal Account Representative is the primary owner for the execution of the overall contract renewal process by following established procedures and consistent Renewal Sales.Essential Duties and Responsibilities :Build long term relationships with key customers (region/revenue size dependent) (50%)- Proactive and regular customer outreach- Profile and document customer intelMinimize cancellations/ Maximize renewal revenue (25%)- Manage price increases in renewal opportunity process- Educate the value of support- Negotiate renewalsLiaise with Rocket teams (10%)- Collaborate with Sales Account Executives regarding issues or concerns surrounding the successful selling of renewals to their accountsCross/Upsell (15%)- Identify new opportunities for additional capacity and cross sell and refer those opportunities to Sales Account Executives- Handle complex escalations- Monitor renewal metrics for success- Renewal forecasting and pipeline reportingRequired Qualifications:- 5+ years equivalent business experience, with preferable 2+ years in managing customer relationships- Strong written and verbal communication skills- Experience with a sales automation system, preferably Salesforce.com- High energy and passion towards solving customer needs- Customer Focus: Proactive, responsive, and focused on discovering, anticipating, and meeting the customer's needs by leveraging internal resources and/or- Resilience: Persists in the face of obstacles or rejection. Does not give up when things do not go smoothly.- Ability to be set and achieve goals with minimal management support/coaching.- Committed to Rocket's core values of empathy, humanity, trust and loveInformation Security:Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.Diversity, Inclusion & Equity:At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.This position is eligible for commissions in accordance with the terms of the company's planRocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com. We will make a determination on your request for reasonable accommodation on a case-by-case basis.#LI-RemoteIf you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people-not just ones and zeroes. We're people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.