Sr. Renewals Specialist

Job Purpose:

Reporting to the Renewals Manager, the Senior Renewals Specialist will provide advanced inquiry, quoting and order support for the global Tungsten Automation Renewals team, with ownership of the most complex, high-value and strategic renewals. The primary responsibility will be the generation of M&S renewal quotes 120 days in advance of contract expiration and responding to any reactive requests for information or quotations.

The Senior Specialist will be responsible for acceptance and submission of any renewal orders, as well as resolving escalations and non-standard deals that require additional judgment. The Senior Specialist will also help lead the intake process for all Renewal requests; this includes review of the contracts mailbox, mentoring and supporting Renewal Specialists, and performing additional team support functions as needed from time to time.

Key Responsibilities:

Key duties and responsibilities include the following:

• Generation of proactive renewal quotes 120-days in advance of contract expiration
• Responding to contract inquiries, requests for quotes, and renewal orders to be submitted for processing within team service level objectives
• Participation in triage of inbound requests for the Tungsten Automation renewals team
• Creation of SFDC Cases/tickets related to contract inquiries, quote requests, renewal orders or other requests
• Ownership and investigation of Renewal Inquiries including responding to partners and customers to close the inquiry
• Review of information provided by customers and partners on Renewal Quote and Renewal Order requests to ensure sufficient information is provided and that orders meet Tungsten Automation clean order requirements
• Ownership of complex, high-value and strategic renewals, including multi-product and multi-region agreements
• Acting as an escalation point for the renewals team and resolving non-standard or at-risk renewals
• Mentoring and coaching Renewal Specialists and contributing to process improvements across the renewals workflow
• Utilize AI-enabled tools (e.g., chatbots, document automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

• PC Literacy, including MS Excel
• Knowledge of SFDC or other ERP systems
• Detail oriented with high level of time management skills
• Fluency in written/spoken English
• Previous maintenance and support experience/skillset preferred with ability to work in high volume, deadline-oriented processes focused on goal achievement
• Strong stakeholder management with the ability to influence partners, customers and internal teams
• Ability to work autonomously, prioritize competing deadlines and exercise sound judgment on complex renewals
• Skills in prompting AI systems and assessing output quality
• Ability to leverage AI to ideate, develop, and scale to the needs of their department

• Bachelor’s Degree with 5-7 years minimum relevant experience (or combined equivalent work experience)
• Prior Renewal Quoting, Order Management, Customer service or sales support skillset, including experience in a senior or lead capacity

Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets