Renewal Account Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. If you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

The Renewal Account Manager (RAM) will be accountable for assisting customers, Solution Account Managers (SAM), and Account Executives (AE) with contract renewals and negotiations of these renewals. This position is responsible for:

• Retaining customers during the negotiation process.
• Growing and retaining revenue with annual or CPI increases and specific product additions.
• Meeting team and individual goals related to their tasks.

How will you make an impact?

• Prepare and analyse financial reports and contractual documents ahead of internal renewal meetings to facilitate informed discussions.
• Engage directly with clients to understand their goals and desired outcomes for contract renewals, ensuring alignment with business objectives and customer expectations.
• Negotiate contract terms, pricing, and other details to achieve favourable outcomes for both the company and the customer.
• Partner with SAMs, AEs, Technical Account Managers (TAMs) and the finance team to represent the best interest of NiCE and revenue retention goals.
• Extend contracts for multiple years.
• Become intimately familiar with customer contracts and NiCE billing methods.
• Maintain working knowledge of competitors and develop strategies for counter offers and retaining customers.
• Maintain working knowledge of NiCE products/services.
• Measure success via tracking of client retention and revenue growth with multiple sources such as Salesforce and Excel.
• Communicate effectively and professionally with internal and external stakeholders.
• Investigate areas of risk and prepare course of action/recommendations to minimise risk.
• Create and prepare contract documents, presentations, emails, and spreadsheets to support contract management activities.

Have you got what it takes?

• Bachelor’s degree in Information Technology or Business Administration or related field or equivalent work experience.
• 4+ years applicable experience in contract negotiation.
• 4+ years in contact centre or service delivery.
• Experience with SAAS billing models.
• Demonstrated experience in a fast-paced environment and meeting customer contract timelines.
• Ability to pivot between negotiation projects and multitask responsibilities.
• Exhibit adaptability and responsiveness by embracing change and implementing necessary adjustments to support evolving business needs and customer expectations.
• Thrive in uncertain environments by maintaining focus and productivity amid incomplete information or shifting parameters.
• Track and report on renewal metrics, such as renewal rates.
• Be innovative with strategic ideas and approaches in negotiation.
• Have problem-solving and critical thinking skills.
• Effectively communicate with high-level customer stakeholders such as CEOs, CTOs, and CFOs.
• Be efficient with Microsoft Office applications, PowerPoint, and Salesforce.

Bonus Experience:

• Account Management or sales experience.

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.