Inside Renewals Specialist

Company Overview

NWN is the leading AI-powered technology solutions provider for North America’s most innovative public and private organizations. For more than 30 years, NWN has helped over 6,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

The company’s proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients’ most demanding technology needs. NWN is a high-performance, high-integrity team of 1,200+ experts committed to a customer-obsessed culture, earning an 80+ Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a ‘Best Place to Work’ with an 80+ Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

The Inside Renewals Specialist role is responsible for retaining and growing a portfolio of high-volume customer accounts by driving timely, accurate renewals and identifying upsell and cross-sell opportunities in partnership with Account Executives, Sales management, and Customer Success

• Proactively manage and drive the renewal process for an assigned portfolio of high-volume accounts, ensuring contracts renew on time and with minimal disruption to the customer relationship.
• Build and maintain strong customer relationships, understanding each account's needs and positioning the value of NWN’s offerings to meet them.
• Partner with Account Executives, Sales management, and Customer Success to identify upsell and cross-sell opportunities within the renewal portfolio.
• Develop accurate, compelling renewal and expansion proposals, ensuring pricing is correct and terms align with each customer's goals.
• Maintain and track the renewal pipeline, ensuring renewal milestones are met on schedule and that opportunities for additional revenue are identified and pursued.
• Analyze customer purchase and renewal history to inform renewal strategy, pricing, and expansion recommendations.
• Identify and drive process improvements for the renewal workflow, adopting automation and tools where appropriate.
• Coordinate with internal teams, including Sales, Customer Success, Engineering, and Finance, to resolve customer issues that surface during the renewal cycle.
• Report regularly on renewal activity, pipeline health, and performance metrics to Sales management and other stakeholders.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's degree required; equivalent combination of education and work experience will be considered in lieu of a degree.
• 2 to 3 years of experience in sales, renewals, or customer success, ideally within a technology environment.
• Experience managing renewal pipelines, customer portfolios, and revenue retention activities.
• Experience partnering with Sales, Customer Success, Engineering, Finance, and other internal teams to resolve customer issues and support renewal outcomes.
• Strong verbal and written communication and interpersonal skills, with the ability to effectively partner with cross-functional teams.
• Proven ability to manage a portfolio of high-volume accounts and prioritize competing tasks in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Experience with CRM systems and sales tools, with an emphasis on maintaining accurate records and managing renewal pipelines.
• Ability to work independently and take ownership of tasks while contributing to team goals and initiatives.
• Ability to think strategically about customer retention and revenue growth, proactively identifying opportunities for improvement.
• Demonstrated ability to take initiative, lead projects, and influence outcomes in a collaborative environment.
• Commitment to cultivating a positive, high-integrity team culture that prioritizes customer success and continuous improvement.
• Ability to navigate ambiguity and make decisions with limited oversight in a high-growth, fast-paced organization.
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.