Renewals Specialist

Want to empower digital business through real-time analytics delivered as a service? Passionate about putting the power of machine data analytics in the hands of everyone by unifying all data types, enabling universal access and leveraging cloud economics – all this from a single, unified platform delivered and consumed as a service? Come talk with us!

As a part of the Sumo Logic Customer Success team, you will be responsible for achieving timely renewals for our growth segment of customers. Following a low-touch model, you will coordinate both automated outreach and direct interactions with our customer champions and procurement teams. You will also work alongside an Associate Customer Success Engineer to drive successful adoption prior to and after the point of renewal at scale. This is a quota-carrying role. 

The Renewals Specialist will have good customer-facing skills, an understanding of the subscription economy, and a self-starting, proactive mentality given the number of accounts. You will be helping draft purchase agreements so being detail-oriented is an important trait. You should also be comfortable talking about commercial terms and can delicately navigate customer objections and demands. 

There are projects underway to try and make renewals for SMB customers more automated, which will eventually open up opportunities for you to work with larger Mid-Market or Enterprise customers. 

This is an ideal position for someone who has already been in a SaaS renewal role in the past or is looking to move from an internal sales operations role to something more customer-facing. 

What you'll be working on:

• Driving high-volume renewals for a specific segment of our business (900+ customers)
• Create accurate forecasts and participate in bi-weekly account reviews
• Manage the transaction process from quote through PO
• Ability to discuss and close multi-year deals
• Handle billing disputes and questions
• Ensure that renewal conversations start a few months before renewal dates
• Work seamlessly with members outside of customer success: Account Executives, Partner Managers, Finance, Order Management, and Deal Desk
• Identify when technical guidance might be needed to secure a renewal

Your experience and skills should include: 

• 2+ years of experience in either a customer success, sales, or renewals SaaS role
• A college degree
• Familiarity with SFDC and the reporting features it offers
• Strong negotiation skills
• Ability to properly track tasks and ensure that all follow-up tasks are completed

These additional skills would be highly desirable:

• Comfortable with collaborating over Slack and Google Suite
• Familiarity with the buying cycle of SaaS products
• Enthusiastic, positive demeanor and professional customer service skills
• Experience with Zuora
• Knowledge of enterprise log management/SIEM products similar to Sumo Logic.