Sr Renewal Account Manager

Sr Renewal Account Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What You Get To Do In This Role:

• Partner with Sales to drive renewal strategy and manage renewal process across account territory.
• Take a lead role in negotiating all facets of renewal contracts - develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship.
• Manage a complex territory/group of accounts to identify customer needs. Demonstrate account management capabilities to bring renewal to closure.
• Be an expert in ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
• Establish deeper customer health metrics to identify risk and guide risk mitigation strategies with the team.
• Provide regular and accurate forecasts on renewal business to management, anticipating risk factors.
• Create a rhythm around customers for multi-year contracts.
• Work with our Customer Success organization to promote customer product adoption and high use.
• Help increase sales enablement efforts regarding renewals topics.
• Mentor more junior or new-to-role reps to help them be successful in Renewal.
• Partner with Renewal Managers on driving programs to improve the effectiveness of the team and region.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 10+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience managing customer retention and adoption of a SaaS product for complex accounts/territories.
• Experience with the contract renewal process.
• Experience building relationships with peers and partners.
• Excellent customer management skills; including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.