Summary of Duties:  SAS Institute, Inc. seeks a Senior Customer Success Renewal Specialist to support SAS’s customer retention and renewal strategy, on-time execution of renewals processes and contracts. Develop programs to manage implementation of customer relationship strategies to increase both the effectiveness and efficiency of our loyalty and retention efforts. Own and execute a portfolio of renewal contracts in an assigned territory. Responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success Managers (CSM) to secure every renewal. Responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities, and passing insights back to the business. Responsible for ensuring that their customers are set up for success while optimizing financial outcomes. Serve as primary contact to develop and execute win/win negotiation strategies for medium to large account contract renewals that optimize contract terms while protecting and enhancing customer trust. Own, drive and manage the renewals process in collaboration with the account team. Ensure successful and on-time renewals for the account prior to the contract end date and executing all renewal back-end work in a timely manner for the assigned customer base. Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration. Partner with Account Executives/CSMs/ Enterprise Negotiations, Licensing Operations and Sales Operations to fully understand and develop a clear renewal strategy for each customer based on data driven decisions. Provide rapid, focused response to customer and CSM requests including via sales processing procedures. Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure. Secure and validate renewal orders, driving maximum renewal and up-selling from the install base, which includes confirming the delivery of quote to partners and end customers in order to facilitate the order Processing and approval of Purchase orders. Engage, as required, with the supporting functional teams to resolve issues raised by customers related to their sales deeds. Provide executive management with complete visibility to renewals and solicit executive involvement and escalate as required. Accurately maintain and update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated to develop resolution strategies. Follow and adhere to best practices for all internal processes including Opportunity Management, Data Quality, Quoting and Forecasting. Engage in strategic account planning with key stakeholders across the business to ensure accountability across teams. Act as a Renewals brand ambassador. Direct internal resources, including pre-sales and post-sales services, contracts, etc. in order to reach objectives. Assume consultative role in dealing with technical issues and interpreting applications needs; prepare customer profiles based on needs analysis of hardware, software, applications, and user levels. Conduct extensive follow-up with customers to track satisfaction levels and uncover additional sales opportunities. Prepare and deliver presentations to customers at the highest level of management. Effectively manage business expenses. Handle escalations and seek executive or required approvals, as needed. Provide coaching and support to other team members. Requires fluent knowledge of Spanish and Portuguese. Ability to travel 10% of the time internationally and domestically. Domestic travel encompasses the entire U.S. International travel includes Brazil, Argentina, Chile, Peru, and Puerto Rico. This is a remote role that may be hired in several markets across the United States pursuant to SAS Flexible Work policy.

Qualifications:  Position requires a Bachelor’s degree in Business, Marketing, Management Information Systems, Computer Science, or related field of study plus eight (8) years of experience in the job offered or eight (8) years as a Sales Operations Analyst, Sales Operations Coordinator, Account Manager, Senior Alliances Specialist, Channel Account Manager, a technical function role, a business partner relationship development role, or a related occupation.

Requires thorough knowledge of basic sales techniques. Requires advanced knowledge of SAS technology, architecture and resources. Requires advanced knowledge of Cloud technologies, including Cloud Fundamentals Intermediate. Requires advanced proficiency with contract renewal processes. Requires negotiation skills. Requires ability to co-ordinate and direct a team of renewal specialists. Requires experience with Customer Relationship Management (CRM) applications, for example: Orion or Gainsight. Requires fluent knowledge of Spanish and Portuguese. Requires experience working with Channels and Distributors. Requires experience with cross-industry clients in Latin America. Ability to travel 10% of the time internationally and domestically. Domestic travel encompasses the entire U.S. International travel includes Brazil, Argentina, Chile, Peru, and Puerto Rico. Experience and skills can be gained prior to or concurrent to education.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. 

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