Job description
Client Renewal Specialist
Location: Remote (Designated States)
This position is fully remote and may be performed from one of the following U.S. states: AL, AZ, FL, GA, IN, KS, MA, MI, MS, NC, NV, OR, PA, SC, TN, TX, VA.
Department: Client Success
Reports To: VP of Client Success
At Raintree, we’re not just shaping the future of therapy technology – we’re creating it. This is your chance to be part of something bigger, where your career will have game-changing, career-defining moments that propel you to new heights. We aim to be the best place for the best people, and we’re looking for ambitious, creative thinkers ready to make an impact. Whether you’re advancing AI solutions or enhancing user experiences, your work here will shape the future of therapy technology while advancing your career alongside dedicated professionals who are as committed to your success as you are. At Raintree, your ideas drive real change, your growth is limitless, and the work you do will touch millions of lives. Ready to ignite your career and leave a lasting legacy? Join us and be part of something extraordinary.
The Client Renewal Specialist is responsible for ensuring existing clients renew their contracts, often negotiating terms and managing the renewal process from start to finish, while also potentially identifying opportunities to upsell or cross-sell. This is a quota-carrying position with the responsibility to drive annualized revenue across the product lines offered by Raintree, including but not limited to EHR/PM Software, SaaS offerings, Revenue Cycle Management (RCM), and third-party partner products.
Duties and Responsibilities
- Contract Renewals: Collaborate with clients to understand their needs, negotiate contract renewal terms, and maximize renewal rates. Drive relevant activities to ensure timely and accurate completion of all necessary paperwork, including Quotes and Order processing. Establish a framework and process to track, manage, and maximize renewal contracts.
- Client Communication: Maintain regular communication with clients throughout the renewal process, including contacting and follow-up with customers and partners to ensure a seamless experience. Address any concerns or questions they may have and provide information on the benefits of renewal.
- Customer Retention: Work to retain existing customers by building and maintaining strong relationships. Identify opportunities for upselling or cross-selling additional products or services.
- Data Analysis: Analyze customer usage patterns, satisfaction levels, and other relevant data to identify potential risks or opportunities for renewal. Use this data to create strategies for improving customer retention.
- Negotiation: Skillfully negotiate terms, pricing, and contract details with clients to ensure a win-win situation for both the company and the customer.
- Documentation: Maintain accurate and up-to-date records of all client interactions and contract details, including Terms & Conditions, and renewal processes. Ensure that all documentation complies with company policies and industry regulations.
- Collaboration: Work closely with sales, marketing, and customer support teams to gather information, address customer concerns, and streamline the renewal process.
- Forecasting & Reporting: Provide accurate forecasting, and generate reports on renewal metrics, including renewal rates, and customer satisfaction scores. Present findings to management to inform decision-making and strategy development.
- Customer Education: Educate clients on the value of continuing their relationship with the company, highlighting any new features, benefits, or improvements that have been made since their initial contract.
- Travel: Travel within assigned territory and/or for industry events
Position Proficiencies and Requirements
- Bachelor’s degree or relevant work experience in a similar role
- At least four years of documented success in selling SaaS with contract negotiation experience
- Demonstrated success in achieving sales targets and quotas
- General computer proficiency, including working knowledge of Google Suite, Microsoft Office Applications (Word, PowerPoint, Excel, etc.) and Salesforce.com
- Well-developed verbal, listening, and phone communication skills
- Good written communication skills with the ability to write routine correspondence
- Remote Office with travel up to 25%
Competencies to Drive Success
- Accountable
- Demonstrates relationship-building skills both internally and externally
- Strong organizational skills and ability to execute manual detailed tasks
- Strong customer service focus and commitment
- Ability to establish and maintain effective working relationships within the team
- Ability to work well with diverse personalities
- Tactful, mature, and flexible
Our Perks
- Remote Work/Work From Home
- Paid Time Off/11 Paid Holidays/Year-End Holiday Break
- Health, Dental, Vision, HSA/FSA
- 401K with Company Match
- Disability & Life Insurance
- Employee Assistance Program
- Paid Parental Leave
About Raintree Systems
Raintree is the preeminent platform for enterprise and mid-sized therapy provider organizations. Our award-winning solutions in patient engagement and communications, clinical documentation, revenue cycle management (RCM), and business intelligence are tailored to the needs of physical therapy, occupational therapy, speech therapy, and ABA practices across all treatment settings.
Our Core Values
We put our Clients First- We are Open and Honest- We are Disciplined, Yet Flexible
We love to Solve Problems- We are Committed to Greatness- We are a High Performance Team
Raintree Systems provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
