Customer Retention Associate

This role is a pivotal position within the Market Intelligence Revenue organization, focused on driving revenue growth through effective renewal execution. As a Specialist in Revenue Execution, you will collaborate closely with multiple internal teams and stakeholders to ensure successful retention outcomes aligned with business objectives. You will be part of a dynamic, global team that values partnership, innovation, and delivering measurable results, supporting frontline Revenue leadership and account teams across diverse product portfolios.

Key Responsibilities:
- Act as a trusted partner and retention advocate for Revenue leadership by applying the Customer Retention Framework to support all retention-related activities within account teams.
- Develop comprehensive knowledge of the renewal process across the product portfolio and provide expert guidance to Account Managers.
- Manage the end-to-end retention lifecycle, including renewal preparation, quote configuration, documentation management, and billing coordination where applicable.
- Ensure accuracy and compliance in contract generation, verifying terms, pricing, and client details with meticulous attention to detail.
- Obtain necessary approvals from Legal, Product, and Solutions Engineering teams to process renewals promptly and in accordance with internal policies.
- Maintain detailed records of renewal activities, statuses, and notes in Salesforce to support accurate revenue forecasting for senior leadership.
- Identify and escalate potential risks or delays in the renewal process, proactively recommending solutions to mitigate issues.
- Collaborate proactively with cross-functional partners to resolve open items and escalate any delays to leadership.
- Promote the use of enablement tools and advise frontline teams on pricing, packaging, retention strategies, and opportunities for upselling and cross-selling.
- Facilitate timely submission and signature of agreements, ensuring countersigned contracts are returned to clients promptly.
- Verify invoice accuracy and work with collections to address outstanding payments, ensuring compliance with client purchase order requirements.
- Distribute monthly Accounts Receivable reports to Account Management teams to manage overdue payments and prevent account suspensions.
- Continuously upskill on company operations, processes, and systems to enhance role effectiveness and client satisfaction.
- Provide backup support for team leads and management and undertake additional assignments as needed.
- Integrate closely with Account Management teams as a key resource within the retention workflow.
- Contribute positively to team culture by demonstrating initiative, flexibility, and motivation.

Required Qualifications:
- Minimum of 3 years professional experience in SaaS or a related business environment.
- Demonstrated commitment to excellence, with a proactive approach to solving complex challenges and delivering results.
- Strong communication and influencing skills, capable of engaging effectively at all organizational levels internally and externally.
- Excellent critical thinking and problem-solving abilities, with a focus on detail, innovation, and efficiency.
- Self-starter mentality with the ability to take initiative and independently drive execution.
- Passion for continuous improvement and curiosity to explore new methodologies.
- Fluency in English.
- Experience in client-facing roles, preferably involving retention and negotiation.
- Background in Sales, Support, or Enablement is preferred.
- Proficiency in Salesforce, Excel, PowerPoint, and other relevant data management and reporting tools.

Preferred Qualifications and Benefits:
- Opportunity to work with senior leadership on customer retention strategies and build strong client relationships across a designated territory.
- Access to cutting-edge technology and innovative tools to support sales and retention efforts.
- Collaboration with global, cross-functional teams and diverse clients, fostering a broad professional network.
- A results-driven culture that prioritizes quality, innovation, and impact.
- Comprehensive benefits including health and wellness coverage, flexible time off, continuous learning resources, financial planning support, family-friendly perks, and additional employee incentives.

S&P Global Market Intelligence is committed to fostering an inclusive and equitable workplace, offering equal employment opportunities to all qualified candidates. The company values integrity, discovery, and partnership, empowering employees to contribute to essential intelligence that drives confident decision-making worldwide.