Renewal Account Manager - Healthcare

$91,490 - $150,990/Yr

ServiceNow - Vienna, VA

Full-time - Mid Level

Vienna, VA

Professional, Scientific, and Technical Services

About the position

In this role, you will negotiate all facets of renewal contracts, developing win/win negotiation strategies that maximize contract value while enhancing customer relationships. You will identify customer needs and demonstrate account management capabilities to guide renewal closure. Maintaining an understanding of ServiceNow licensing models will be crucial to assist both sales and customers in licensing discussions. You will monitor customer health metrics to identify risks and develop risk mitigation strategies, guiding appropriate actions with partner teams. Regular updates on renewal status will be provided to management, and you will engage customers in conversations around renewal readiness and general needs. Connecting with customers on multi-year contracts will ensure continued engagement and value realization. You will present renewal proposals to customers and notify them of upcoming contract expirations, working with Legal, Deals Desk, and Sales Operations to resolve complex issues. Partnering with the Customer Success organization will be essential to review customer value achievement and promote product adoption.

Responsibilities

• Negotiate all facets of renewal contracts.
• Develop win/win negotiation strategies that maximize contract value.
• Identify customer needs and guide renewal closure.
• Maintain understanding of ServiceNow licensing models.
• Monitor customer health metrics to identify risks.
• Develop risk mitigation strategies and guide actions with partner teams.
• Provide regular updates on renewal status to management.
• Engage customers in conversations around renewal readiness.
• Connect with customers on multi-year contracts.
• Present renewal proposals and notify customers of contract expirations.
• Work with Legal, Deals Desk, and Sales Operations to resolve issues.
• Partner with Customer Success to review customer value achievement.

Requirements

• 5+ years demonstrated success in a Renewal Account Management or Customer Success capacity.
• Experience leading customer retention and adoption of a SaaS product for complex accounts.
• Advanced proficiency with contract renewal processes.
• Experience building relationships with peers and partners.
• Excellent customer management skills including sales, account management, and customer service.
• Personal initiative to identify areas of process improvement.
• Strong work ethic and quota achievement.
• Deep expertise with a SaaS model focused on enterprise software preferred.

Benefits

• Base pay of $91,490 - $150,990.
• Equity (when applicable).
• Variable/incentive compensation.
• Health plans including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.