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