Renewals Specialist | Spécialiste des renouvellements
HybridMontréal, Quebec, Canada
Job Summary
Own customer renewal and cancellation conversations from initial request through final resolution. Investigate the root cause behind every cancellation request rather than accepting the first answer. Reposition Alvéole's value proposition based on changing business priorities, ownership changes, and operational challenges. Negotiate creative renewal solutions by adapting contract structure and service offerings instead of discounting. Proactively identify customers at risk using customer health indicators and business changes. Collaborate closely with Customer Success, Support, Sales, and Product teams to resolve concerns efficiently. Manage multiple renewal conversations simultaneously while delivering an outstanding customer experience. Track retention trends, cancellation reasons, and negotiation outcomes to continuously improve the renewal process.
Required Qualifications
- At least 1 year of full-time B2B customer-facing experience
- Experience in Customer Success, Account Management, Customer Support, Business Development, Renewals, or another customer-facing role
- Experience working in a B2B environment
- Strong active listening, communication, and negotiation skills
- Empathy, curiosity, and a solution-oriented mindset
- Strong organizational skills and the ability to manage multiple conversations simultaneously
- Comfort working toward KPIs and business outcomes
- Fluency in both English and French
- Location: In person at our Montreal HQ four days a week (Monday-Thursday)
- Type: Permanent, Full-Time (40h/week)
Desired Qualifications
- 2+ years of B2B customer-facing experience
- Experience managing renewals, customer retention, or Customer Success workflows
- Experience using customer health scores or retention metrics
- Experience working in a startup or other fast-paced environment
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