Associate Customer Renewals Analyst

About RWS:
RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.
Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology.
Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.
Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit:  www.rws.com

 

ROLE SUMMARY:

RWS is looking for a highly motivated and detail oriented Associate Customer Renewals Analyst to join the Global Technology Renewals Team who can grow within the role over time. The Associate Customer Renewals Analyst will be directly supporting our clients and their contracts in a consultative manner to ensure a continuous and successful engagement with RWS and the Renewals team.

As part of the global Renewals team, you’ll be responsible for a subset of our customer base in order to build valuable relationships with them alongside the other internal RWS Teams that service the customer. The ideal candidate is a self-starter, multi-tasker with strong organizational and communication skills. Someone who works well under pressure to meet ongoing and overlapping deadlines within short time constraints. The expectation is not that the candidate will know everything, but a successful individual in this role will understand that details matter and is willing to roll-up their sleeves. We are looking for someone who is as passionate about providing an exceptional experience for our customers.

 

KEY GLOBAL RESPONSIBILITIES:

Reporting to the Senior Manager of Global Customer Renewals, an Associate Customer Renewals Analyst will be required to:

• Pro-actively review the customer contracts to ensure commercial agreement is in line with current customer license entitlements
• Contact and follow-up with customers and partners to ensure a timely maintenance renewal process: prepare renewal quotes for maintenance contracts within 90 days prior to expiration
• Manage customer requests for contract merges, transfers and license purchases and work with the RWS Legal Team on contract amendments as needed
• Weekly reporting on progress of maintenance renewals
• Administer and consolidate data concerning maintenance renewals
• Track cancelled maintenance contracts including reasons for cancellation
• Maintain accurate records of all contacts with clients in Salesforce
• Management of ad-hoc projects
• Develop and maintain relationships which benefit client & RWS
• Identify new business opportunities & partner with sales to generate a growing revenue stream for RWS

 

KEY PERSONAL SKILLS AND EXPERIENCE:

• Min 1-2 years business experience in a customer renewals or similar position
• Be confident to interact & negotiate with decision makers at client side
• Excellent attention to detail and a commitment to both accuracy and quality
• Demonstrated ability to work independently as well as in a team environment
• Ability to multitask in a fast-paced, high pressure environment
• Ability to take initiative and a strong work ethic
• Must be able to work towards set deadlines
• Ability to meet new challenges with optimism and an open mind

 

TECHNICAL SKILLS:

• Fluent in English
• Excellent customer service and communication skills
• Excellent verbal and written communication skills
• A thorough understanding of delivery of Client Services

 

NICE TO HAVE QUALIFICATIONS:

• Familiarity with Salesforce
• Experience with cloud-based/SaaS solution offerings

 

WHAT DO WE OFFER:

• Employment contract
• Hybrid working system
• Flexible working hours
• RWS Employee Assistance Program
• Medical coverage

 

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch.

RWS embraces diversity and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.