Customer Service Specialist

Collabera is seeking a Customer Service Specialist for a Tech Giant client. The role involves executing end-to-end renewal processes for cloud and subscription customers while managing contract renewals and engaging with business clients to support renewal discussions.

Responsibilities:

• Execute end-to-end renewal processes for cloud and subscription customers
• Manage contract renewals, replacements, and entitlement validations
• Engage with business clients to support renewal discussions and maintain retention
• Support commercial negotiations aligned with policies and customer agreements
• Maintain accurate contract data within CRM and commercial systems
• Track renewal pipeline and assist with forecasting activities
• Partner cross-functionally with Sales, Finance, Legal, and regional teams
• Ensure compliance with Cloud Terms & Conditions
• Follow structured workflows and governance processes to prevent revenue leakage
• Maintain strong customer experience throughout the renewal lifecycle

Requirements:

• B2B enterprise account experience (not retail customer service)
• SaaS / Cloud subscription exposure
• Renewal management experience
• ARR understanding
• CRM system hands-on experience
• Experience with procurement or commercial discussions
• Strong process orientation and data accuracy mindset
• Bachelor's degree or equivalent experience
• Experience in a customer-facing B2B environment
• Experience working in SaaS, cloud, or subscription-based models
• Understanding of renewal lifecycle and contract management
• Knowledge of commercial metrics (ARR, GRR, NRR, forecasting principles)
• Experience using CRM platforms (Salesforce, SAP CRM, or similar)
• Ability to manage multiple accounts and prioritize tasks effectively
• Strong written and verbal communication skills
• Spanish or Portuguese fluency preferred