Renewals Specialist (Malaysia) with ref.

Company's Benefits

Flexible Working Arrangements
Mentorship Program
Leadership Development Program
Paid Parental Leave
Return to Work Policy
Childcare Facilities
Breastfeeding Rooms
Sponsorship Program
Coaching Program
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

Renewals Specialist (Malaysia)