Description:
The Client Contract Manager Ops is responsible for managing the renewal lifecycle for existing clients, ensuring a seamless and strategic contract extension process that supports retention, growth, and customer satisfaction. The Renewal Team serves as a
vital link between the client, operations, and sales teams, ensuring a consistent process is followed to renew client contracts while maintaining financial accountability and prioritizing client satisfaction.
Primary Responsibilities
The below represents the primary duties of the position, others may be assigned as needed. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the
knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Renewal Management: Own and manage the end-to-end renewal process for a portfolio of clients, including quoting, contract discussions, and closure of renewal opportunities. Proactively engage with Client Service teams and clients to discuss upcoming renewals, value realization, business goals, and to address potential objections or risks.
- Strategic Account Planning and Collaboration: Partner with Client Service and Sales teams to develop renewal strategies that support client growth and mitigate churn risk. Work cross-functionally with Sales, Customer Success, Legal, and Finance teams to support a smooth renewal experience and resolve any blockers.
- Contract and Pricing Negotiation: Navigate complex enterprise procurement processes, legal reviews, and pricing structures to drive successful renewals with minimal friction.
- Risk Identification and Problem Solving: Identify and address renewal risks early, developing strategies to retain accounts that may be at risk of churn. Resolving complex client issues.
- Process Optimization: Continuously improve renewal processes and identify automation or standardization opportunities to increase efficiency.
- Forecasting & Reporting: Maintain accurate renewal forecasts and pipeline data; track renewal performance metrics and report trends to leadership.
- Process Optimization: Identify areas to streamline enterprise renewal workflows, contract templates, approval paths, and internal communications.
Education And Experience
Skills & Qualifications:
- Bachelors degree required
- 5-7 years project management or technical account management experience require
- Strong communication, negotiation, conflict resolution and interpersonal skills
- Proven ability to manage multiple accounts and deadlines simultaneously
- Data-driven and comfortable working in CRM systems (Salesforce, ZoomInfo, etc.)
- Comfortable discussing contracts, pricing, and renewal terms with clients
- Cross-Functional Collaboration - ability to work across departments / functions
- Highly organized with strong attention to detail