Senior Customer Renewals Specialist

Senior Customer Renewals Specialist: Corporate Business Focus

We are looking to add a Senior level team member to our renewals team. This is a high impact position, responsible for owning a portfolio of renewal contracts primarily in our Corporate Impact segment of our Business. The ideal candidate is an experienced professional with a full understanding of the SaaS contracting space. They will resolve a wide range of issues in creative ways. They are responsible for owning the renewal conversation with clients from beginning to end, minimizing financial attrition, locking in favorable terms with our clients, identifying growth and providing insights to the business that improve future outcomes. Senior Customer Renewal Specialists are responsible for ensuring maximum financial results for Blackbaud while strengthening partnerships with existing customers. 

Responsibilities:

• Through management of a predictable process with customer decision makers to ensure a seamless renewal process for the customer. Renewal Specialist will be the main owner of the renewal process from start to finish. 

• Connect internally with Legal, Cyber Security, etc. where applicable to finalize the renewal. The renewal specialist will drive communications between internal teams and the customer. 

• Proactively negotiate with the customer on their renewals if required while paying close attention to renewals at risk. 

• Accurately maintain/update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies 

• Own and execute win/win negotiation strategies for a high quantity of renewals that maximize contract value while protecting and enhancing customer trust 

• Maximize account growth by playing a role on the account team, helping to identify incremental opportunities upon contract renewal 

• Collaborate with internal resources such as Account Executives, Customer Success, Legal, Customer Finance and Product Management to develop strategies for upcoming renewals 

• Leverage customer data and behavior to assess the health of each renewal 

• Ensure customers coming close to exceeding their usage allowances are aware. Prepare the customer for necessary usage upgrades that may be triggered throughout their contract cycle or at the point of renewal. 

• Participate and work with the greater Renewals Team to refine and identify the most effective strategy for evolving the renewals process. There will be a focused effort in moving clients onto the Blackbaud Solutions Agreement, multi-year renewals, introducing CPI increase to the YourCause customer base, and introducing new pricing models. 

Qualifications 

• 4+ Years in account management, customer success, renewals or sales 

• 2+ years successfully driving renewals process and achieving ambitious metrics

• Strong negotiation skills with experience driving contracts to completion on time 

• Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level 

• Strong process management, financial acumen, and contractual engineering skills 

• Ability to react and adapt to potential rapid shifts in priorities 

• Strong level of urgency, organization, and prioritization skills 

• Ability to project manage the renewal cycle, pulling in necessary resources 

• Develops outstanding strategic ongoing customer relationships gaining trust and respect for company 

• Communicates complex concepts & issues, selecting language, tone, and format perfectly targeted to the audience 

• Diffuses high-tension situations confidently & effectively 

• Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Blackbaud 

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Blackbaud is a remote-first company which embraces a flexible remote work culture.  Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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The starting base salary and annual proposed commission is $67,000.00 to $88,200.00. Blackbaud may pay more or less based on employee qualifications, market value, sales quota, Company finances, and other operational considerations.

Benefits Include:

• Medical, dental, and vision insurance

• Remote-first workforce

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Volunteer for vacation

• Opportunities to connect to build community and belonging

• Pet insurance, legal and identity protection

• Tuition reimbursement program