Renewal Manager

Renewal Manager

Position Overview: 

The Renewal Manager is responsible for retaining and growing Industrial Scientific’s customer base (iNet and SAFER service contracts). Renewal Managers are assigned a portfolio of existing Industrial Scientific customers that are near the end of the agreement terms and customers whose contract terms are in an active month to month status. The Renewal Manager is also responsible for identifying commercial opportunities to increase the customers utilization of ISC products and Services as well as upgrading the customer to newer technology and service offerings. 

RESPONSIBILITIES AND DELIVERABLES: 

Successfully negotiating, managing, and closing customer renewals

Identifying and closing expansion cross-sell and upsell opportunities with existing portfolio of customers

Proactively contacting customers with intent to retain – renewal focused

Producing and presenting customer facing documents: quote to contract

Efficiently and accurately processing required documents to ensure revenue is recognized

Execution of work orders against Master Service Agreements

Assisting ISC in meeting retention and sales targets and with managing growth targets to plan

Scheduling and conducting pre-renewal check-ins leveraging data to ensure proper system operation for customers

Coordination of issue resolution, leveraging Technical Support and Field Services Teams to ensure successful renewals

Partnering with the Sales team; understand and continuously learn about the customer’s objectives for choosing iNet and engage with customers as their single point of contact on renewals

Ability to travel to customer’s sites as needed (minimal)

ORGANIZATIONAL ALIGNMENT

This position will report to the Director, Customer Relationship Management within the Commercial Fulfillment team at Industrial Scientific

QUALIFICATIONS

SKILLS & WORK TRAITS

REQUIRED (Non-Negotiable): 

Proven ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users

Strong aptitude of ISC products and services

Proven work experience demonstrating ability to work independently with complete ownership of customer renewals 

Effective customer-facing communication skills. Proven success in and genuine enthusiasm for working directly with customers

Ability to effectively engage in high-level, self-directed time management and prioritization of workload 

Demonstrated success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment 

Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems 

Proven ability to engage across corporate functions (Customer Success, Product Management, Sales, etc.)

Demonstratable success delivering client-focused solutions based on customer needs

Solid experience with CRM software (e.g. Salesforce), ERP platforms (e.g. Oracle) and MS Office applications

QUALIFICATIONS PREFERRED: 

Project management experience 

Strong preference for a minimum of three (3) years relationship management experience

Strong preference for 1-3 years experience within the Technology/SaaS industry highly preferred

TECHNICAL COMPETENCIES

Strong understanding of all Industrial Scientific products, applications, and service offerings 

Knowledge of bug and defect tracking  

3-5 years of related Customer Success experience  

EDUCATION

Bachelor’s Degree or equivalent work experience required; Master’s Degree preferred      

Fortive Corporation Overview

Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

Fortive: For you, for us, for growth.

We are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.