Cloudflare

Renewals Specialist (Malaysia)

Posted 16 January 2024
LocationMalaysia
Job type Permanent

Company's Benefits

  • Leadership Development Program

    Leadership Development Program

  • Mentorship Program

    Mentorship Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million Internet properties, for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

About the department

Sales Operations, Account Executives, Channel Account Managers, Business Development Representatives, Solutions Engineers and Customer Success - all working together to help our customers adopt Cloudflare and create great Internet-enabled experiences. The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

We are building a new Renewals SWAT team that will serve as a key enabler for our Account Executives and Customer Success Managers. You will be working closely with internal teams and external partners to deliver quality customer service that results in increased renewal and expansion opportunities. You will play an integral role in the success of Cloudflare’s rapidly growing renewals business. In this position, you will learn from experienced account management & sales operations teams to help us build a strong renewals program in conjunction with sales operations & partner management. We are looking for someone who is humble, analytical, driven, and curious to join Cloudflare.

Responsibilities:

  • Maintain and review customer renewal information (direct and partner renewals)

  • Work in partnership with Account Management, Contracts & Sales Operations teams to generate quotes 90 - 120 days in advance of customer renewal dates

  • Perform all execution activities as it relates to processing, reconciling and closing a renewal (insertion orders, amendments, new terms & terminations)

  • Educate customers and internal stakeholders on relevant support and renewal opportunities, including program-specific offerings 

  • Perform additional administrative tasks as needed or requested by the Renewals Management & Account Management teams

  • Build, maintain and enhance renewals documentation and playbook 

  • Participate in process or system improvement projects to support renewals operations

  • Across all of these projects we expect you to contribute to improving the way we run the business

  • Enable your leadership teams (Head of Renewals Management & Sales Ops) to make data driven decisions through reporting on renewals, business reviews, retention, and expansion metrics

  • Escalate any concerns proactively to the Head of Renewals Management to ensure timely issue resolution and seamless customer experience

Examples of desirable skills, knowledge and experience

  • Minimum of 2 years of Renewals Management / Administration or Consulting / Professional Services or Global Support / Shared Services experience

  • Experience working in a Global Support model is preferred (Coverage for EMEA working hours is required)

  • Self-starter with ability to function independently and in a timely manner

  • Strong analytical skills and problem solving skills

  • Strong verbal and written communication skills.

  • Ability to manage your own workload and adjust priorities to work efficiently and meet deadlines

  • Experience working in a SaaS company is a plus 

  • Process-driven individual with strong communication and planning skills

  • Prior experience working in this role is preferred but not a deal breaker

  • Experience working with Salesforce, Gainsight and Boostup is a plus

  • Fluency in Korean, Japanese, Cantonese, etc would be an added advantage