Renewals Account Manager, Commercial Accounts
Location: Santa Clara, CA
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
We are looking for a Renewal Account Manager who has experience in partnering closely with Sales in the renewals process. The ideal candidate will have worked in fast paced organizations with rapid growth and have strong experience in both the renewals sales process as well as account management during the customer lifecycle.
This is an overlay position supporting the sales team. The ideal candidate must be able to partner with multiple functional teams to engage with customers both directly and indirectly throughout their lifecycle.
What you get to do in this role:
Partner with Sales to drive renewal strategy and manage renewal process across their account base.
Work with Sales team to develop and execute win/win negotiation strategies that maximize contract value while protecting and enhancing the customer relationship.
Identify customer needs and demonstrate strong account management capabilities to drive renewal to on-time closure.
Become a subject matter expert on ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
Monitor customer health metrics to identify risk early.
Communicate risk clearly and work cross functionally to develop resolution strategies.
Provide regular and accurate updates on renewal status to management and escalate as appropriate.
Connect with customers on multi-year contracts via direct and indirect communication to ensure continued engagement and customer value realization.
Work closely with our Customer Success organization to drive customer product adoption and high utilization.
To be successful in this role, we need someone who has:
5+ years demonstrated success in a Renewal Account Management and/or Customer Success capacity.
Experience with a SaaS model focused on enterprise software.
A driver mentality and is a self-starter with the ability to work independently.
Proactive approach with strong attention to detail and organization.
Team player mindset with a track record of building positive relationships with peers and others within a company.
Excellent customer management skills; including sales, account management, and customer service.
Demonstrated strong work ethic and consistent over-achievement.
Excellent written and verbal communication skills.
Shown creative problem-solving skills with strong initiative to identify areas of process improvement and efficiency.
Excellent time management skills.
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.