Job Description

About the Lark Account Management Team
As a SaaS Account Management and Renewals Specialist, you will play a crucial role in ensuring customer satisfaction and retention within Lark's client base. Your primary responsibility will be to manage and nurture relationships with existing customers, drive product adoption, and oversee the renewal process to maximize revenue retention and increase the number of upsell/cross-sell opportunities.

This role is crucial in maintaining customer satisfaction, driving retention, and contributing to the overall growth and success of the SaaS business.

Responsibilities:
Account Management
- You will develop a deep understanding of assigned high value and high potential customer's business needs, objectives, and challenges.
- You will serve as the primary point of contact for customer inquiries, issues, and escalations.
- You will be working proactively with the Customer Success team to ensure customers are deriving maximum value from the Lark solution, and with the Operations team to track customer engagement, product adoption, and other key performance indicators.
- You're expected to identify opportunities for upselling or cross-selling additional features or services.

Renewals Management:
- You will work alongside our Account Manager and own the end-to-end renewals process, ensuring timely and successful contract renewals.
- You will collaborate with Sales, Customer Success, and Product teams to address customer concerns and mitigate renewal risks.
- You will also collaborate with Customer Support and Marketing teams to nurture existing customers.
- You will monitor upcoming renewals, assess customer satisfaction, and formulate strategies to secure renewals.
- You will negotiate contract terms and pricing to align with both customer expectations and company objectives.

Customer Advocacy:
- Cultivate strong relationships with customers to turn them into advocates for the product and the company and drive customer referrals.
- Gather and share customer feedback with internal teams to drive continuous improvement of the product and service offerings.
- Provide insights and recommendations to leadership based on customer behaviour and feedback.