Junior SaaS Renewals Administrator

• 1-2 years previous experience in customer service, sales, or an administrative role within a SaaS company is highly desirable.
• Strong organizational skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal teams.
• Proficiency in CRM software and Microsoft Office Suite.
• Ability to manage multiple priorities and work under tight deadlines.
• A proactive approach to problem-solving and a strong customer-focused mindset.
• Excellent English language skills
• Nice to have: Good German and/or French and/or Spanish language skills

• Renewal Management: Oversee the subscription renewal process, ensuring timely renewals and accurate invoicing. Monitor subscription expiration dates and initiate ︁︀​︈︈​︈︈​︁︉︃the renewal process well in advance.
• Customer /Partner Engagement: Actively engage with customers and Partners prior to renewal dates to confirm their intent to renew, address any concerns, and answer questions regarding subscription terms.
• Data Management: Maintain accurate and up-to-date records of customer accounts, renewal dates, and statuses within the company's CRM system.
• Issue Resolution: Identify and resolve any issues that may impede the renewal process, including discrepancies in billing, service interruptions, or customer dissatisfaction.
• Reporting: Generate reports on renewal rates, churn, and other key performance indicators (KPIs) for management. Use data to identify trends and areas for improvement in the renewal process.
• Cross-functional Collaboration: Work closely with customer success, sales, and finance teams to ensure a seamless renewal experience for customers. Communicate any customer feedback or concerns that may require cross-functional attention.
• Retention Strategies: Collaborate with the customer success team to implement retention strategies for at-risk accounts. Identify upsell and cross-sell opportunities during the renewal process.
• Contract Management: Ensure that all renewal contracts are accurate, reflect agreed-upon terms, and are processed efficiently. Liaise with legal as needed for contract modifications or negotiations.

About SugarCRM

SugarCRM is a customer experience (CX) leader enabling businesses to create profitable customer relationships by delivering highly relevant, personalized experiences throughout the customer journey. We empower companies to strengthen existing customer relationships, create new ones through actionable insights and intelligent automation and better understand the customer at every stage of the journey. This enables businesses to accelerate demand generation, grow revenue, deliver superior customer care and increase loyalty. Our easy-to-use, intuitive platform makes customer experience easy and accessible for everyone, allowing marketing, sales and services professionals to focus on high-impact, value-adding activities that create customers for life.

SugarCRM will continue to offer a flexible workplace supporting employees interested in either working in one of our physical offices, working from home, or working from a combination of the two. Please work with your recruiter to understand any location constraints of a particular role and to communicate your location preferences.