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