Software Contract Renewal Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
At Thermo Fisher Scientific, we're seeking a Software Contract Renewal Specialist to contribute to commercial excellence and support our mission of enabling customers to make the world healthier, cleaner, and safer. You'll contribute to optimizing sales effectiveness through data-driven insights, process improvements, and strategic support of our commercial teams. In this collaborative environment, you'll analyze customer data, manage customers according to the Renewals process and develop actionable insights to drive business growth. This position offers opportunities for professional development while making meaningful contributions to world-class scientific solutions.

Role Purpose:
To drive the maximization of software contract renewal revenue through adherence to the standard renewal processes. Monitor and act upon the status of allocated customer accounts within the CRM system, manage risks and opportunities to maximize the recurring revenue from annual software renewal contracts. Identify and act on opportunities for improvement.

Span of Control:
Positions reporting directly into this role: None

REQUIREMENTS:

• Bachelor's degree; preferably in a scientific or business / numerate discipline.
• 5+ years of relevant commercial, business administrative or operational experience.

• Demonstrable understanding of enterprise software renewals under both the SaaS and perpetual license models.
• Proficient in use of CRM systems – particularly Salesforce.com and range of other systems to manage workload and execute tasks, adapting appropriately as required.
• Analyzes problems and provides well-reasoned option(s) for approval and implementation, drawing on extensive experience and current data.

Excellent written and verbal communication skills.

Strong attention to detail and commitment to data accuracy.

• Able to evaluate past and forecast future performance for renewals bookings and revenue for the allocated customers and region.
• Prioritizes, plans and takes a range of sustained actions to achieve Company goals, working with intensity and integrity.

Other Key Competencies:
• Experienced in partnering with Sales Account Managers and / or Inside Sales to maximize recurring revenue through customer retention.
• Collaborates with other departments and teams to resolve problems.
• Flexible in taking on new challenges, identifying and where appropriate adapting existing approaches to satisfy new requirements.
• Resourceful in uncovering additional existing revenue opportunities to grow the business.
• Exercises sound judgment when making discretionary decisions, owning outcomes.
• Demonstrates excellent attention to detail, critically analyzing data and spotting trends where applicable.
• Committed to following through on tasks to completion, with a sense of urgency.
• Confident and assertive when dealing with customers and colleagues.
• Self-starter who can work independently and on own initiative.

Key Accountabilities:

• Ownership of support and SaaS renewals for assigned region and / or customer accounts (either externally or via Account Management), following the standard processes for the function such that software renewals are quoted, managed and completed on time per agreed terms and pricing.
• Contact point for Support team for out of contract customers, providing guidance on license and service entitlement based on the available data and status of renewal activities.
• Develop a range of suitable solutions to challenges, based on data for management approval. Involve other resources (e.g. Sales Account Manager, Legal, Services, Supervision) as necessary.
• Owns performance against KPI, identifying key causes of positive and adverse variances as supported by data.
• Manage and maintain accurate renewals data feeding the forecast for both bookings and revenue, and forecasting same on a monthly, quarterly and annual basis.
• Work closely with Sales Account Managers to ensure effective customer communications, and consistent application of Company policies.
• Lead and mentor junior Specialists
• Identify, develop and implement process improvements
• Provide insights and reports to management as and when required
• Identify and share opportunities and leads with Account Managers and / or Inside Sales to drive up customer retention and expansion within the existing customer base. Participate in systemic longer-term activities to support improved customer retention and expansion.

• Provide input to Sales to assist renegotiations of existing contracts.
• Identifies potential risks and flags for attention with the relevant stakeholders both inside and outside the team.
• Participate in customer calls and meetings to address outstanding issues, communicate value of the service offering and explain relevant contractual pricing, terms and conditions as required.
• Occasional travel for internal and external meetings