Renewals Representative

OverviewJob Summary: As a Renewals Specialist, you will support the Renewals team in ensuring smooth, timely, and customer-centric contract renewals for our SaaS offerings. You’ll play a key role in maintaining customer satisfaction and retention through administrative support, cross-functional coordination, and a growing understanding of customer needs and renewal strategies. This role is ideal for a detail-oriented, motivated individual who is eager to build a career in SaaS revenue and customer operations.ResponsibilitiesTrack contract renewal dates and maintain accurate records in CRM systems (e.g., Salesforce)Send renewal notifications, reminders, and follow-ups to customersAssist in generating quotes and preparing contract documentationCoordinate with Sales, Customer Success, and Legal to support the renewal processMaintain and report on renewal pipeline status, identifying potential risksProvide timely responses to customer inquiries related to renewals and contracts via ticketing systemSupport customer engagement initiatives by assisting with check-ins and gathering feedbackCore Competencies & SkillsBusiness KnowledgeDemonstrates a foundational understanding of Zendesk’s core products, internal processes, and renewal policies, with growing awareness of industry context and available resources.Relationship ManagementBegins building trust with customers and engaging with decision-makers, while learning how to collaborate effectively across teams to support client needs.Communication & Conflict ResolutionCommunicates the basic value of Zendesk’s offerings, actively listens to customer feedback, and is developing skills to address concerns and navigate conflict constructively. Understands prompts for customer escalation and can execute quickly to gather appropriate audience.Analytical SkillsCapable of interpreting basic customer data to support forecasting and decision-making, with guidance from senior team members.NegotiationUnderstands the importance of negotiation in renewals and is learning how to communicate value, address objections, and present options aligned with customer needs.QualificationsBachelor’s degree or relevant internship/entry-level experienceStrong attention to detail and organizational skillsFamiliarity with Salesforce or similar CRM tools is a plusCustomer-first mindset with a proactive attitude and eagerness to learnExcellent written and verbal communication skillsPlease note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an email to peopleandplaces@zendesk.com with your specific accommodation request. #J-18808-Ljbffr