The Sr Customer Renewal Representative is responsible for proactively working with an assigned set of customers to inspire successful use of our products by those customers and to achieve the highest possible renewal rates within that customer set (maintenance, SaaS and subscription-based products). This territory encompasses a customer group worth between $5M-$10M in total recurring revenue - retaining this revenue at the highest rate possible while partnering with those customers and internal teams like Legal, Customer Success, Collections, and Sales to ensure their success is pivotal to UKG's continued growth.

Customer Renewal Representatives are tasked with mitigating churn before and at point of renewal while fostering the success, growth, and expansion of each customer account (in product reach and/or revenue); they also have accountability for solidifying the long-term relationship between UKG and the customer.

• Manage and negotiate all existing renewal contracts for an assigned territory of customer accounts
• Achieve established dollar and unit retention targets (by customer and by product)
• Achieve Uplift and On-Time Invoicing metrics
• Probing for additional sales opportunities and business insights on all customer calls
• Secure Multi Year renewals whenever possible
• Utilize a strategic renewal approach and contract structure built to include long-term needs and incorporate anticipated changes
• Identify opportunities to improve product usage/adoption and work with Customer Success to formulate plans
• Coordinate internal resources across departments to ensure customers' success, presenting the best customer experience possible, and solidifying future growth of accounts

• Accurately maintain renewals pipeline and activity records in corporate CRM (Salesforce.com)
• Partner with Contract Operations team to ensure renewal quotes are delivered timely and accurately as well as any potential changes
• Partner with Legal to transition customers to new master agreements
• Work with the receivables team to ensure a high-resolution rate of auto-renewed contracts
• Develop a thorough understanding of the territory's industry (State/Local and Higher Ed) and unique business goals and needs

• Bachelor's degree or equivalent preferred
• 4+ years with proven experience in Renewals required
• Understanding of interpreting contractual terms and obligations in the software industry
• Experience with Time Keeping, HR and Payroll application-oriented SaaS systems strongly preferred
• Success with consistently meeting/over-achieving goals (Retention, Uplift, On-Time Invoicing, Forecasting)
• High propensity to learn evolving processes and Go To Market strategies