Renewal Specialist

About the job

We are hiring a dynamic and customer-focused Cloud Executive to drive customer retention, timely renewals, lifecycle calling, usage adoption, and cross-selling opportunities across SaaS-based products. The role will focus on Microsoft SaaS, Azure usage, Cyber Security add-ons, renewal hygiene, and proactive customer engagement. The candidate must be comfortable with outbound calling, structured follow-ups, CRM hygiene, consultative selling, and internal stakeholder coordination.

• Manage proactive outbound calls for customer retention, renewal follow-up, usage improvement, and cross-sell opportunities.
• Drive timely renewal conversations and ensure customers are contacted well before renewal dates.
• Maintain accurate CRM updates for every customer interaction, renewal status, opportunity status, next action, and follow-up date.
• Identify cross-sell opportunities for Cyber Security add-ons, Azure usage, Microsoft SaaS products, and related solutions.
• Ensure lifecycle coverage as per defined runbook and process guidelines.
• Coordinate with CSG, ICS, Sales, Product, Billing, and Support teams for customer issue resolution.
• Identify churn signals and escalate high-risk accounts to relevant stakeholders on time.
• Support customer value discussions, product awareness, usage adoption, basic demos, and QBR preparation.
• Maintain disciplined follow-up cadence for open renewals, pending decisions, and customer callbacks.
• Ensure customer communication is professional, consultative, and aligned with business objectives.Required Skills and Competencies
• Strong verbal communication and customer engagement skills.
• Prior experience in inside sales, customer retention, renewal management, customer success, or B2B customer calling preferred.
• Ability to understand SaaS products, Microsoft products, Azure usage, and Cyber Security add-ons.
• Good follow-up discipline, ownership mindset, and target orientation.
• Ability to handle renewal conversations and basic objection handling.
• Customer-first approach with consultative selling ability.
• Comfortable working with CRM tools and maintaining accurate updates.
• Ability to identify churn risk, usage gaps, upsell opportunities, and renewal blockers.
• Strong coordination skills with internal teams and stakeholders.
• High process discipline and comfort with structured runbook-based working.Preferred Experience
• Experience in B2B inside sales, SaaS renewal, customer success, customer retention, or account management.
• Exposure to Microsoft 365, Azure, cloud products, cyber security products, or IT services will be an added advantage.