Renewal Account Manager - job 1 of 5

The Renewal Account Manager at ServiceNow is responsible for negotiating renewal contracts, assessing customer needs, and ensuring successful account management. This includes monitoring customer health metrics, engaging customers in renewal discussions, and collaborating with internal teams to provide timely updates on renewal statuses while navigating any contract complexities.

To excel as a Renewal Account Manager at ServiceNow, candidates should have over 5 years of experience in a Renewal Account Management or Customer Success role, ideally within a SaaS environment. Essential skills include advanced contract negotiation, excellent customer management abilities, and proficiency in Excel, with an understanding of licensing models being a significant asset.

ServiceNow prioritizes employee growth by offering various training programs and resources for Renewal Account Managers. You'll have access to continuous learning opportunities to enhance your skills in account management, negotiation strategies, and understanding complex licensing models, all aimed at promoting your professional journey.

Renewal Account Managers at ServiceNow utilize various tools to keep track of customer engagements, monitor health metrics, and manage renewal processes. Proficiency in Excel is fundamental for data analysis, while other internal platforms facilitate collaboration with Customer Success and Sales Operations teams.

Absolutely! ServiceNow values inclusivity and welcomes candidates from diverse backgrounds, including those with non-traditional experiences. Unique perspectives contribute to our innovative culture, and we encourage anyone who believes they can make an impact to apply for the Renewal Account Manager position.

When approaching contract negotiations, I focus on understanding the customer's needs and aligning them with our offerings. I aim to create a win/win scenario by preparing well, developing negotiation strategies, and keeping communication open and transparent throughout the process.

Yes! In my previous role, I conducted regular check-ins with customers to gather feedback on their experience. I implemented a follow-up protocol that addressed concerns promptly, which resulted in increased satisfaction and higher renewal rates. This proactive approach reshaped our engagement strategy significantly.

I have over five years of experience working with SaaS products, focusing on customer retention and adoption. My role involved understanding the software deeply, creating valuable training resources, and conducting product demos to showcase functionality, which ultimately enhanced user engagement.

Key metrics I monitor include usage frequency, feature adoption rates, and customer feedback scores. By analyzing these areas, I can identify trends, proactively address potential issues, and ensure that customers are receiving maximum value from their investment with us.

To manage a high workload, I prioritize tasks based on urgency and impact. I leverage CRM tools to stay organized and allocate time blocks for customer engagement. By creating a structured approach, I'm able to maintain consistent communication and provide timely updates, thus enhancing customer satisfaction.

I once encountered a customer who felt their extension request was ignored. I scheduled a one-on-one meeting to listen to their concerns actively, quickly addressed the situation, and established a follow-up plan. By showing empathy and providing timely resolutions, I restored their confidence in our support.

Effective communication is key. I ensure to clearly articulate the customer's needs and the specific challenges they're facing. I facilitate meetings with technical teams by sharing relevant insights and past resolutions, allowing for a collaborative approach that leads to swift solutions.

Preparation for a renewal meeting includes reviewing the client's history, assessing their current usage and satisfaction levels, and researching upcoming needs. I create a tailored agenda that highlights value milestones and proposes options for renewal that align with their business goals.

I stay updated by participating in internal training sessions, attending industry webinars, and collaborating closely with Sales Operations and Legal teams. Engaging with peers who share insights also helps me understand the practical application of new licensing models.

I’m drawn to ServiceNow because of its pioneering spirit and commitment to innovation. The Renewal Account Manager role aligns perfectly with my skills in relationship-building and my passion for customer success. I believe I can contribute significantly while also growing professionally within such a dynamic environment.