Renewals Specialist

This customer-facing role sits within the commercial team and focuses on engaging customers throughout the renewal process to deliver a world-class renewal experience and strong retention outcomes. The role partners with the Business Development Manager who owns each customer relationship, and reports to the Renewals Manager. It works closely with BDMs, Customer Success, Legal, Finance and other teams to navigate the contracting requirements that come with customer renewals.

• Manage the end-to-end renewal process for assigned accounts, owning timelines, coordination and execution to drive strong retention and renewal outcomes.
• Engage customers at least 120 days before renewal, in coordination with the account's BDM, to understand requirements, set timelines and address potential obstacles early.
• Prepare accurate renewal quotes, order forms and contracts in line with Catapult policies, and partner with BDMs to identify opportunities for expansion, consolidation or changes to existing agreements.
• Use CRM and reporting tools to maintain accurate renewal forecasts, track performance and timelines, flag at-risk accounts and update management on status, risks and opportunities.
• Coordinate with BDMs, Customer Success, Legal and Finance to meet customer contracting, procurement, security and compliance requirements, and help build repeatable renewal processes and best practices.

• 2+ years of experience in a customer-facing sales, renewals, account management or revenue role in a fast-paced, competitive environment.
• Demonstrated experience owning deals or commercial outcomes through close, including renewals, expansions or contract execution, with a track record of strong performance against targets.
• Outstanding verbal and written communication skills, with the ability to present to diverse audiences both internally and externally.
• Strong problem-solving, organisation, project management and negotiation skills, and the ability to manage multiple concurrent renewals of varying complexity while meeting critical deadlines.
• A talent for building relationships with customers, BDMs, procurement teams and cross-functional partners, and comfort working in a shared-ownership model where the BDM owns the customer relationship.
• Self-motivation and the ability to navigate complex processes and resolve obstacles to renewal execution in an evolving environment.
• Exceptional communication and interpersonal skills, operational excellence and deal negotiation experience.
• Strong aptitude to learn Catapult products and policy and solid relationships with internal stakeholders.
• Ability to thrive in a fast-paced and ever-changing environment and motivation to make a big impact on the team, customers and Catapult's business.
• Driven and results-oriented approach.