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Customer Support Representative & Customer Renewal Representative
Location: Remote (EST / CST)
Job Type: 9-month contracts
Overview:
The Customer Support Operations Rep and the Customer Renewal Representative are customer-focused and highly collaborative roles responsible for managing the offboarding process and renewal lifecycle for our client’s customers. This individual serves as the primary internal and external point of contact for customer terminations and renewals, working cross-functionally with teams such as Customer Success, Sales, Legal, Support, and Renewals to ensure a seamless customer experience and drive revenue retention.
These roles supports a book of business totaling $20M–$30M in recurring revenue, including accounts with over $100K in recurring revenue each. The ideal candidate will be a strategic problem-solver with strong communication skills and a passion for customer success.
Key Responsibilities:
- Customer Support Rep = Customer Offboarding:
- Manage the client’s customer offboarding process, including contract validation, financial obligation calculation, and internal routing of termination requests.
- Serve as the primary point of contact for customer offboarding, ensuring accurate information gathering, timely follow-ups, and a smooth transition.
- Initiate customer environment decommissioning based on contractual and business policy guidelines.
- Create and maintain process documentation to support internal team accuracy and cross-functional awareness.
- Ensure proper accounting and forecasting treatment during offboarding.
- Customer Renewal Rep = Renewals Management:
- Proactively manage and negotiate renewal contracts, including long-term, multi-year agreements and View-Only Access (VOA) where applicable.
- Utilize customer and contract knowledge to develop renewal strategies aligned with clients’ evolving business needs.
- Drive revenue retention by reducing churn and identifying expansion opportunities in partnership with Sales and Customer Success teams.
- Maintain an accurate renewal pipeline in Salesforce, providing insight into customer behavior and contract status.
- Cross-Functional Collaboration & Communication:
- Act as a liaison between internal teams and the customer to ensure a positive experience throughout the offboarding or renewal journey.
- Communicate clearly and professionally with internal and external stakeholders, including executives, regarding status updates and expectations.
- Participate in process improvement initiatives and corporate projects as defined by leadership.
Qualifications:
- At least 3+ years of professional experience in a customer-facing role, preferably in SaaS renewals, customer success, billing, or contract management.
- Proven ability to negotiate contracts and manage customer relationships with a focus on long-term value.
- Strong organizational and time management skills with excellent attention to detail.
- Ability to work independently and collaborate effectively across multiple teams.
- Strong written and verbal communication skills; polished and professional demeanor.
- Experience influencing without authority in a matrixed environment.
Preferred Qualifications:
- Bachelor’s degree.
- Experience with Salesforce (CPQ and Service Cloud Lightning).
- Proficiency with Microsoft Office Suite, especially Excel.
- Experience reviewing order forms and contractual terms.
- Background in HR and Payroll software systems.
- Strong analytical and problem-solving skills.