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Renewal Program Specialist en Thinkahead

Thinkahead · Gurugram, Indien · Hybrid

Microsoft Excel

CRM

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Description

We are seeking an experienced and strategic Renewal Program Specialist responsible for managing customer renewals, inventory optimization, vendor relationships (including global vendors), and customer-facing activities. This role focuses on driving operational excellence, improving processes, and fostering strong customer and vendor relationships while ensuring seamless execution of renewal programs. The Renewal Program Specialist will participate in large-scale, global vendor renewal coordination, quoting, and customer engagement while providing leadership and mentorship to the Renewal Specialists.
 
This position requires exceptional organizational skills, program management expertise, and the ability to build long-term partnerships with stakeholders across customers, vendors, and internal teams.

Responsibilities:

  • Act as a senior representative for customer engagements, providing proactive communication and delivering exceptional service.
  • Oversee and participate in quoting and proposal preparation for large-scale, global vendor renewals, ensuring accuracy and alignment with customer business goals.
  • Collaborate with customers to address concerns, resolve issues, and identify opportunities to improve satisfaction and retention.
  • Build strong, long-term relationships with customers to drive loyalty and support their operational and renewal needs.
  • Develop and maintain strategic relationships with local and global vendors, ensuring clear communication and alignment with renewal objectives.
  • Act as a liaison between vendors and Renewal Specialists to ensure smooth coordination and issue resolution.
  • Monitor vendor performance and ensure compliance with service-level agreements, escalating concerns as needed.
  • Oversee the lifecycle of renewal programs, from proactive quoting to contract completion, ensuring all deliverables are met with accuracy and timeliness.
  • Ensure Renewal Specialists maintain accurate data within ERP, CRM, and other systems (e.g., Salesforce) to support forecasting and reporting.
  • Provide visibility into upcoming renewals and opportunities, ensuring the team is prepared to address customer needs effectively.
  • Establish and refine processes to improve renewal workflows and minimize disruptions.
  • Collaborate with Account Managers and Renewal Specialists to structure deals and prepare customer pricing for renewals using cost+, margin, and other pricing models.
  • Ensure all quotes, proposals, and deliverables are aligned with business objectives and customer requirements.
  • Oversee the creation of customer-facing dashboards, reports, and presentations, ensuring clear communication of renewal opportunities and program outcomes.
  • Support deal negotiations with customers and vendors, balancing profitability and customer satisfaction.
  • Oversee manual calculations and data analysis performed by Renewal Specialists, ensuring accuracy in forecasts and reporting.
  • Review and validate insights related to sales goals, vendor performance, inventory optimization, and renewal opportunities.
  • Provide actionable recommendations to leadership based on program data and market trends.
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