As a Renewal Account Communications Expert, you will play a vital role in supporting the Renewal team by preparing, coordinating, and executing requests for customer calls. You will ensure that all relevant details are gathered in advance of the call to ensure the interaction progresses smoothly. This role requires advanced interpersonal and organizational skills as well as highly effective communication and negotiation skills.
What you will do
- Primary responsibility: Receive and execute requests for customer calls submitted by Renewal Opportunity Owners
- Collaborate with Renewal Representatives to ensure quotes align with pricing strategies, mutually defined client terms and conditions, and account team initiatives.
- Help the opportunity owner maintain up-to-date and accurate records of quotes, customer details, and renewal activities in the CRM.
- Refer expansion opportunities to the Sales team and escalate at-risk situations to appropriate resources.
- Continuing research on Instructure products and services to have upsell conversations during renewal negotiations.
- Perform other related duties as requested by the supervisor or manager.
- Provide end-of-quarter support by calling customers to review the status of renewal agreements.
- Provide coverage for teammates' books of business during their absence, serving as a flexible, floating resource to support various territories as needed.
What you will need to know/have
- 5+ years experience: Negotiating contracts and pricing with customers
- Attention to Detail: Strong focus on accuracy and thoroughness in all aspects of renewal preparation and management.
- Communication Skills: Excellent written and verbal communication abilities to effectively engage and negotiate with customers. Must have experience negotiating with executive staff.
- Analytical Thinking: Ability to assess data, contracts, and customer usage to support decision-making
- Collaboration: Proven capability to work cross-functionally with internal teams and stakeholders.
- Adaptability: Thrives in a fast-paced environment with the ability to manage competing priorities.
- Organizational Skills: Highly detail-oriented with a process-driven mindset and excellent organizational capabilities.
- Self-Starter: Demonstrates initiative and the ability to execute tasks independently and efficiently.
- Experience with CRM systems, preferably Salesforce.com, Clari and CPQ.
- Familiarity with CPQ (Configure, Price, Quote) tools is a plus.
We’ve always believed in hiring the most awesome people and treating them right. We know that the more diverse we are, the more diverse our ideas will be and when we openly welcome those ideas, our environment is better and our business is stronger.
At Instructure we participate in E-Verify and yes, in case you didn't catch it from the above, we are an Equal Opportunity Employer.
All Instructure employees are required to successfully pass a background check upon being hired.
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Instructure is helping people grow from the first day of school to the last day of work. More than 30 million people use its Canvas and Bridge platforms for learning management and employee development.
