Account Renewal Associate

About the role

The Account Renewal Associate ensures existing customers renew their domains, hosting, servers and related services on time. By proactively reaching out to clients whose contracts are nearing expiry, the associate guides them through the renewal process, resolves concerns and helps maintain strong, ongoing relationships.

Key responsibilities

• Manage the end‑to‑end renewal cycle, including proactive outreach, contract negotiations and timely renewals.
• Serve as the primary point of contact for renewal inquiries, providing solutions and ensuring a seamless experience.
• Conduct regular check‑ins to gauge customer satisfaction, identify upsell or cross‑sell opportunities and address issues.
• Collaborate with sales and account teams to develop and execute upsell strategies that expand contracts and add‑on services.
• Maintain accurate contract documentation, pricing and renewal terms in compliance with company policies.
• Record all customer interactions and renewal data in the CRM system.
• Track renewal performance metrics such as renewal rate, churn and revenue retention, and report insights to management.

Required profile

• Proven experience in sales, account management or customer success within a B2B environment.
• Strong customer service orientation with the ability to build rapport and resolve issues.
• Excellent negotiation, persuasion and influencing abilities.
• Detail‑oriented with strong organizational and time‑management skills.
• Ability to handle multiple renewals simultaneously.

Required skills

• Experience with CRM platforms, preferably Salesforce.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).