Associate Renewal Account Manager - Norwegian speaker

As an Associate Renewal Account Manager at ServiceNow, your main responsibilities include partnering with Field Sales to manage renewal processes independently, identifying customer needs, and facilitating successful renewal closures. You'll also be tasked with monitoring customer health metrics and developing risk mitigation strategies. Regularly updating management on renewal statuses and coordinating with legal and sales operations are also key aspects of the role.

To be successful as an Associate Renewal Account Manager at ServiceNow, you should have at least 3 years of experience in Renewal Account Management or Customer Success. Familiarity with managing customer retention and the adoption of a SaaS product is crucial. Strong communication and organization skills, along with fluency in Norwegian and Swedish, are also essential qualifications for this role.

In this role, you’ll contribute to customer success by ensuring ongoing engagement with clients, understanding their unique needs, and providing them with insightful proposals during the renewal process. By fostering good relationships and working closely with the Customer Success organization, you'll help customers achieve high product adoption and satisfaction, ultimately driving their success along with ServiceNow's.

ServiceNow promotes a flexible and inclusive work culture, allowing employees to thrive within their work personas whether they’re working in the office, remotely, or in a hybrid setting. As an Associate Renewal Account Manager, you will be part of a dynamic team that values collaboration, innovation, and continuous learning. The company is committed to creating a supportive atmosphere where all employees can contribute their unique perspectives.

At ServiceNow, there are numerous career growth opportunities for an Associate Renewal Account Manager. You can expand your skill set in account management, delve deeper into customer success strategies, or explore opportunities in other areas of IT and business operations. With our focus on employee development, you're encouraged to pursue training and experiences that align with your career ambitions.

When facing difficult conversations during the renewal process, it's important to stay calm and empathetic. Start by actively listening to the customer's concerns and validating their feelings. Then, clearly explain potential solutions and how you can help them see value in renewing their contract. My strategy involves maintaining transparency and fostering open communication to navigate these challenges effectively.

In my previous roles, I have managed SaaS products by focusing on customer retention strategies and ensuring that clients realize the value of their investment. I consistently worked on renewing contracts while assisting customers in addressing their specific needs and challenges faced during product adoption. My hands-on experience with various tools and analytics has also allowed me to analyze customer data to enhance their experience.

To monitor customer health, I utilize a combination of customer feedback, usage metrics, and engagement levels. I create regular reports to identify patterns that may indicate risks, and I proactively reach out to clients for discussions. Establishing a solid communication channel with customers enables me to gather insights directly, allowing timely interventions when necessary.

Customer engagement is vital in my role as it directly impacts customer satisfaction and retention. By regularly connecting with clients, I can better understand their evolving needs, address potential issues sooner, and showcase how our solutions help them achieve their business goals. This builds trust and fosters long-lasting partnerships.

In one instance, I was working with a client who was hesitant to renew due to budget constraints. I took the time to understand their needs and tailored a proposal that highlighted the ROI they had achieved. By engaging other stakeholders and clearly presenting our solution's long-term benefits, I ultimately secured the renewal and strengthened our relationship.

To prioritize effectively when managing multiple accounts, I employ a time management tool that helps categorize tasks based on urgency and impact on customer health. I maintain a balance between proactive outreach and addressing immediate customer queries, ensuring no account feels neglected while managing my workload efficiently.

I have previously used CRM systems like Salesforce and HubSpot for account management. These tools allowed me to track customer interactions, set reminders for renewals, and analyze customer data for trends. Leveraging these platforms helped streamline my workflow and enhance customer engagement strategies.

I prioritize regular communication with sales and marketing teams to align our strategies. By participating in cross-departmental meetings and sharing insights from customer interactions, I foster collaboration and ensure we are on the same page regarding customer initiatives and marketing campaigns that benefit our clients.

My approach to risk mitigation involves identifying early warning signs through customer health metrics and direct feedback. When I spot potential issues, I proactively engage with clients to discuss solutions, share resources, and collaborate with my team to develop strategies to address their concerns, thereby reducing the risk of churn.

What sets me apart in this role is my passion for customer success and my ability to build strong, lasting relationships with clients. I consistently prioritize understanding their unique challenges and use data-driven insights to tailor my approach. My background in SaaS management, combined with effective communication skills, allows me to create win-win situations for both clients and the company.