Job details

Renewal Account Manager - Mid-Market

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from ServiceNow.
Identify customer needs and demonstrate account management capabilities to guide renewal closure.
Maintain an understanding of ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed.
Engage customer in conversations around renewal readiness, timing and general customer needs.
Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable OF.
Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

Qualifications

To be successful in this role you have:

5+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
Advanced proficiency with contract renewal processes.
Experience building relationships with peers and partners.
Excellent customer management skills; including sales, account management, and customer service.
Personal initiative to identify areas of process improvement and efficiency.
Strong work ethic and quota achievement.
Deep expertise with a SaaS model focused on enterprise software preferred.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $82,320 - $135,870, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

ServiceNow Glassdoor Company Review

4.5

ServiceNow DE&I Review

4.6

CEO of ServiceNow

Bill McDermott

Approve of CEO

Average salary estimate

$109095 / YEARLY (est.)

min

max

$82320K

$135870K

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What You Should Know About Renewal Account Manager - Mid-Market, ServiceNow

Are you ready to take your career to the next level? Join ServiceNow as a Renewal Account Manager for Mid-Market clients in Plano, Texas! In this dynamic role, you will play a critical part in negotiating renewal contracts, developing win/win strategies that not only enhance contract value but also foster strong customer relationships. You will get to identify customer needs and leverage your account management skills to successfully guide renewal closures. It’s essential to have an understanding of ServiceNow’s licensing models as you assist both sales and customers in these discussions. Monitoring customer health metrics will be part of your day-to-day as you work closely with partner teams to mitigate any risks, ensuring a seamless customer experience. You’ll also engage in meaningful discussions with customers regarding renewal readiness and timing, helping to maintain long-term relationships. Presenting tailored renewal proposals and collaborating with legal and sales operations to resolve issues are some of the exciting challenges you’ll face here. If you have at least 5 years of experience in a Renewal Account Management or Customer Success role and a passion for building relationships, you’ll find an inviting environment that values your expertise. At ServiceNow, we’re not just about technology; we’re about people and providing the best solutions possible to our clients. This is your chance to make an impact while enjoying a robust compensation package, flexible work environment, and being part of an inclusive team. Let’s make the world work better together!

Frequently Asked Questions (FAQs) for Renewal Account Manager - Mid-Market Role at ServiceNow

What are the responsibilities of a Renewal Account Manager at ServiceNow?

As a Renewal Account Manager at ServiceNow, you'll be responsible for negotiating renewal contracts, identifying customer needs, guiding renewal closures, and monitoring customer health metrics. Your role will also involve presenting renewal proposals, collaborating with various teams to resolve issues, and ensuring high customer satisfaction.