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Federal Renewal Account Manager

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Proficient understanding of integrating AI into operational processes, decision-making, or problem-solving, including utilizing AI tools and automating workflows. Minimum of 5 years of proven success in Renewal Account Management or Customer Success roles. Experience in leading customer retention initiatives and driving adoption of SaaS products for complex accounts or territories. Advanced knowledge of contract renewal processes. Proven ability to build and nurture relationships with colleagues and partners. Exceptional customer management skills encompassing sales, account management, and customer service. Self-motivated to identify opportunities for process improvements and efficiencies. Strong work ethic, consistently meeting or exceeding quotas. In-depth expertise with a SaaS model focused on enterprise solutions.

About the job

Key Responsibilities:

  • Negotiate all aspects of renewal contracts, employing strategic negotiation techniques to achieve mutually beneficial outcomes that enhance contract value and foster strong customer relationships.
  • Identify customer needs and adeptly manage accounts to facilitate successful renewal closures.
  • Maintain comprehensive knowledge of ServiceNow's licensing models to assist both sales teams and customers during licensing discussions.
  • Track customer health metrics to pinpoint potential risks and formulate effective risk mitigation strategies while collaborating with partner teams.
  • Communicate regularly with management regarding renewal status and escalate issues as necessary.
  • Engage customers in proactive discussions about renewal readiness, timing, and overall needs.
  • Maintain ongoing connections with customers on multi-year contracts to ensure sustained engagement and realization of customer value.
  • Present renewal proposals and options to customers, alerting them to impending contract expirations.
  • Collaborate with Legal, Deals Desk, and Sales Operations to resolve complex issues related to contract approval and finalization.
  • Partner with the Customer Success organization to review customer value achievements, driving product adoption and maximizing usage.

About ServiceNow

Founded in sunny San Diego, California in 2004 by visionary engineer Fred Luddy, ServiceNow has grown into a global market leader, delivering innovative AI-driven technology to over 8,100 clients, including 85% of the Fortune 500®. Our cloud-based platform effectively connects people, systems, and processes, empowering organizations to discover smarter, faster, and more efficient ways to work. This is just the beginning of our mission to enhance productivity worldwide.

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