Job Type
Full-time
Description
This is a fully remote position, allowing you to work from home or location of record within the U.S. with no in-office requirements. You must be available five days per week during designated work hours. The work arrangement for this role is subject to change based on business needs and individual performance. This may include adjustments to on-site requirements or schedule expectations, as necessary.
Position OverviewThe Client Contract Manager Ops is responsible for managing the renewal lifecycle for existing clients, ensuring a seamless and strategic contract extension process that supports retention, growth, and customer satisfaction. The Renewal Team serves as a vital link between the client, operations, and sales teams, ensuring a consistent process is followed to renew client contracts while maintaining financial accountability and prioritizing client satisfaction.
Primary ResponsibilitiesThe below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Renewal Management: Own and manage the end-to-end renewal process for a portfolio of clients, including quoting, contract discussions, and closure of renewal opportunities. Proactively engage with Client Service teams and clients to discuss upcoming renewals, value realization, business goals, and to address potential objections or risks.
- Strategic Account Planning and Collaboration: Partner with Client Service and Sales teams to develop renewal strategies that support client growth and mitigate churn risk. Work cross-functionally with Sales, Customer Success, Legal, and Finance teams to support a smooth renewal experience and resolve any blockers.
- Contract and Pricing Negotiation: Navigate complex enterprise procurement processes, legal reviews, and pricing structures to drive successful renewals with minimal friction.
- Risk Identification and Problem Solving: Identify and address renewal risks early, developing strategies to retain accounts that may be at risk of churn. Resolving complex client issues.
- Process Optimization: Continuously improve renewal processes and identify automation or standardization opportunities to increase efficiency.
- Forecasting & Reporting: Maintain accurate renewal forecasts and pipeline data; track renewal performance metrics and report trends to leadership.
- Process Optimization: Identify areas to streamline enterprise renewal workflows, contract templates, approval paths, and internal communications.
Education and Experience:- Bachelor's Degree required
- 5-7 years project management or technical account management experience required
Skills & Qualifications:- Strong communication, negotiation, conflict resolution and interpersonal skills
- Proven ability to manage multiple accounts and deadlines simultaneously
- Data-driven and comfortable working in CRM systems (Salesforce, ZoomInfo, etc.)
- Comfortable discussing contracts, pricing, and renewal terms with clients
- Cross-Functional Collaboration - ability to work across departments / functions
- Highly organized with strong attention to detail
Success Metrics:- Client renewal rate / retention rate
- On-Time Renewal Rate
- Net revenue retention (NRR)
- Time to close renewals
- Renewal forecast accuracy
Physical requirements- Must be able to sit and/or stand for up to 8 hours a day.
- The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defect
The base pay range for this position is $71,500- $90,000/yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.
