Renewal Representative

The Renewal Representative is responsible for managing subscription renewals for existing customers. This role plays a critical part in maintaining long-term customer relationships, supporting revenue continuity, and ensuring continued access to authoritative tax information for a diverse, international subscriber base.

Working closely with the assigned territory Sales Representative, the Renewal Representative manages the renewal process, serves as a trusted point of contact for customers, and helps identify opportunities for expanded access to Tax Analysts’ products. The position is not quota-carrying; success is measured by renewal performance, accuracy, and collaboration with the Sales Representative.

Essential Duties and Key Responsibilities:

Manage the renewal lifecycle for an assigned book of international subscription accounts, across all customer sizes, including law firms, corporate, accounting and government accounts.

Proactively engage customers in advance of renewal dates to confirm continuation of service, pricing, and terms

Serve as a knowledgeable and reliable point of contact for renewal-related inquiries

Clearly communicate the value of Tax Analysts’ publications and research tools in support of continued subscriptions

Work in close partnership with the territory Sales Representative to support account strategy and customer needs

Identify potential upsell or cross-sell opportunities and coordinate with the Sales Representative for execution

Accurately process renewals and maintain contract and communication records in NetSuite

Ensure renewal data, customer records, and documentation are complete and up to date

Monitor renewal timelines and flag at-risk accounts early to prevent service interruptions

Coordinate with internal teams as needed to resolve customer issues efficiently and professionally

Meet or exceed established renewal percentage expectations and related performance goals

Skills & Competencies:

Customer-focused, service-oriented approach

Strong organizational and follow-up skills

Ability to work collaboratively with Sales and internal stakeholders

Professional judgment in handling customer questions and renewal discussions

Respect for confidentiality and the importance of reliable information

Performance Measures:

Subscription renewal percentage

Timeliness and accuracy of renewal processing

Contribution to account stability and churn reduction

Effective collaboration with Sales on account management

Quality and consistency of CRM data and documentation

Compensation & Benefits:

Competitive base salary plus performance-based bonus tied to renewal and retention outcomes

Comprehensive benefits package