Renewal Manager
Position Overview:
The Renewal Manager is responsible for retaining and growing Industrial Scientific's customer base (iNet and SAFER service contracts).Renewal Managers are assigned a portfolio of existing Industrial Scientificcustomers that are near the end of the agreement terms and customers whose contract terms are in an active month to month status.The Renewal Manager is also responsible for identifying commercial opportunities to increase the customer's utilization of ISC products and Services as well as upgrading the customer to newer technology and service offerings.
RESPONSIBILITIES AND DELIVERABLES:
Successfully negotiating, managing, and closing customer renewals
Identifying and closing expansion cross-sell and upsell opportunities with existing portfolio of customers
Proactively contacting customers with intent to retain – renewal focused
Producing and presenting customer facing documents: quote to contract
Efficiently and accurately processing required documents to ensure revenue is recognized
Execution of work orders against Master Service Agreements
Assisting ISC in meeting retention and sales targets and with managing growth targets to plan
Scheduling and conducting pre-renewal check-ins leveraging data to ensure proper system operation for customers
Coordination of issue resolution, leveraging Technical Support and Field Services Teams to ensure successful renewals
Partnering with the Sales team; understand and continuously learn about the customer's objectives for choosing iNet and engage with customers as their single point of contact on renewals
Ability to travel to customer's sites as needed (minimal)
ORGANIZATIONAL ALIGNMENT
This position will report to the Director, Customer Relationship Management within the Commercial Fulfillment team at Industrial Scientific
QUALIFICATIONS
SKILLS & WORK TRAITS
REQUIRED (Non-Negotiable):
Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users
Strong aptitude of ISC products and services
Proven work experience demonstrating ability to work independently with complete ownership of customer renewals
Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customers
Ability to effectively engage in high-level, self-directed time management and prioritization of workload
Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment
Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)
Demonstratable success delivering client-focused solutions based on customer needs
Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications
QUALIFICATIONS PREFERRED:
Project management experience
Strong preference for a minimum of three (3) years relationship management experience
Strong preference for 1-3 years' experience within the Technology/SaaS industry highly preferred
TECHNICAL COMPETENCIES
Strong understanding of all Industrial Scientific products, applications, and service offerings
Knowledge of bug and defect tracking
3-5 years of related Customer Success experience
EDUCATION
Bachelor's Degree or equivalent work experiencerequired; Master's Degree preferred
Fortive Corporation Overview
Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
Fortive: For you, for us, for growth.
