Renewal Account Manager

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies.

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Job Description

What you get to do in this role:

• Partner with Field Sales to support renewal touch points with the customer.
• Identify customer needs, demonstrating account management skills to guide renewal closure.
• Understand ServiceNow licensing models to provide both sales and customers assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Provide regular and accurate updates on renewal status to management and escalate when needed.
• Support customer conversation around renewal readiness, timing and general customer needs.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Create & present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration.
• Coordinate with Legal, Deals Desk and Sales Operations to obtain approvals and finalize executable OF.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

Qualifications

To be successful in this role you have:

• 3+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience managing customer retention and adoption of a SaaS product for a territory.
• Good customer management skills including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement and efficiency.
• Strong work ethic and quota achievement.
• Experience with a SaaS model focused on enterprise software preferred.

FD21

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required‑in‑office.

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