Klaviyo’s Renewal Specialist serves as a key functional member of the GTM post sales team. You are responsible for orchestrating a successful and timely renewal process for manually-contracted Klaviyo customers, ensuring a seamless continuation of their partnership with Klaviyo. You will work closely with our customer success and customer growth teams to offer an outstanding customer experience, ultimately contributing to the growth and retention of our customer portfolio within your assigned customer accounts.

As a successful Renewal Specialist you will be adept at working cross-functionally, extremely organized, detail-oriented, and thrive in a fast-paced, rapidly changing environment.

Responsibilities:

Renewal Management

• Proactively manage the end-to-end renewal process for assigned customer accounts, ultimately increasing the renewal rate and reducing (gross) churn
• Work on upcoming renewals and engage with customers 90 days in advance to secure timely renewals and facilitate any internal approvals needed
• Prepare renewal quotes and contracts, ensuring accuracy and compliance with company policies
• Negotiation and Objection Handling
• Negotiate contract terms, pricing, and service level agreements within your assigned accounts to achieve win-win agreements
• Collaborate with customers to address any objections or concerns related to renewals
• Forecasting: 
• Accurately forecast renewals and key metrics in a timely manner to the management team
• Utilize data and reporting tools to track renewal performance and identify at-risk accounts
• Continuous Improvement: 
• Identify opportunities for efficiency gains to improve existing processes 

KPIs & Objectives: 

• Achieve renewal quotas and objectives
• On-time renewals
• Support business with ad-hoc initiatives
• Cross Functional Collaboration
• Work closely with the sales, customer success, finance, legal and other stakeholders internally to ensure a coordinated approach to renewals
• Identify any add-on or cross-sell opportunities and facilitate a conversation with the relevant CSM or customer growth representative

Communication

• Communicating with customers about the features and value of Klaviyo, our products and our available finance options 

Requirements:

• Minimum of 2-3 years of renewals experience in a SaaS environment
• Proven ability to manage ambiguity and navigate an evolving organization 
• Proven ability to work independently and collaborate effectively
• Outstanding verbal and written communication skills with the ability to present to a diverse audience, both internally and externally
• Talent for building solid relationships with internal and external stakeholders
• Excellent time management skills with a proven ability to meet deadlines
• Excellent organisational skills and attention to detail
• Critical thinker who can help create and improve processes
• Strong problem-solving, organization and negotiation skills
• Driven and competitive with a strong desire to be successful
• A proven track record of overachievement and renewal / commercial targets
• Ideally familiar with MEDDPICC methodology