Customer Success Renewal Specialist at Smartsheet

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

2+ years B2B SaaS experience; familiarity with SaaS renewal motions
Ability to handle multiple tasks in an efficient and professional manner
Experience working through pre-set processes, while also seeking efficiencies in improving processes
Strong sense of urgency and efficiency in completing work within set deadlines
Negotiation skills with experience driving contracts to completion (preferred)
Experience analyzing complex problems, developing recommended solutions, and/or managing risk
Motivated by an entrepreneurial mindset and comfortable with ambiguity
Comfortable working in a fast-paced and dynamic environment
Experience working with Salesforce or other CRM systems
Strong command of English language both oral and written (C1+ and above)

Responsibilities

Prepare and deliver high-volume renewals while handling continual customer requests and internal queries
Work directly with customers to negotiate the renewal, including pricing and service term discussions
Understand and align customer’s business needs and goals to generate renewal quotes
Ensure that renewals are closed on a timely basis
Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics
Liaise with customers to ensure POs and order forms are accurately completed
Maintain high levels of data quality in our CRM tool through attention to detail and comprehensive updates
Proactively recognize issues that may impact a renewal and quickly identify resources to help resolve the issue(s)
Work with an assigned territory of accounts and/or manage the routing and work allocation across teams using the SFDC Service Cloud case system
Perform other duties as assigned

Skills

SaaS

Customer Success

Renewal Management

Contract Negotiation

CRM

Customer Analytics

Pricing Strategy

Sales Collaboration

Smartsheet

Cloud-based work management and automation software

About Smartsheet

Smartsheet provides work management and automation solutions through its cloud-based platform, which helps businesses streamline operations, manage projects, and enhance collaboration. Users can create, share, and manage workflows that are customizable to fit their specific needs. The platform integrates with popular applications, making it a versatile tool for various industries, including technology, healthcare, finance, and education. Unlike many competitors, Smartsheet offers a subscription-based model with multiple pricing tiers, catering to both small businesses and large enterprises. The company aims to improve efficiency and productivity for its clients while providing extensive support and learning resources to help users maximize the platform's potential.

Bellevue, WashingtonHeadquarters

2005Year Founded

$121.2MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.

Risks

Competition from Atlassian could impact Smartsheet's market share.

The acquisition by Vista Equity Partners may disrupt current operations.

Challenges in AI integration with AWS could affect feature rollout and adoption.

Differentiation

Smartsheet offers a highly customizable platform for tailored workflow solutions.

The platform integrates seamlessly with popular apps, enhancing its versatility.

Smartsheet's AI capabilities, developed with AWS, position it as a market leader.

Upsides

Increased demand for remote work solutions boosts Smartsheet's growth potential.

The subscription model provides a steady revenue stream for continuous service improvement.

Recognition as a leader in the Gartner Magic Quadrant enhances Smartsheet's market credibility.

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