Job Description

Account Specialist – SmartRenew

Role Overview

The Account Specialist supports the renewal process for a high-volume portfolio of customer accounts. This role focuses on executing established workflows, maintaining accuracy in pricing and account data, and supporting timely renewal completion and ongoing account support.

This position is ideal for someone who is highly adaptable, detail-oriented, organized, and comfortable working within structured processes that frequently change due to department needs.

Key Responsibilities

Renewal Processing & Execution

• Process assigned renewal accounts using established workflows
• Prepare and validate pricing quotes based on defined guidelines
• Ensure accuracy of account data, pricing, and renewal details
• Track renewal progress and follow through on required steps to completion

Customer & Account Support

• Respond to customer inquiries related to renewals, addons and customer questions, using provided resources and templates. Phone and teams meetings with customers are required as needed.
• Escalate complex or non-standard issues to senior team members
• Support clear and timely communication to ensure a smooth renewal experience

Workflow & Process Adherence

• Follow standardized procedures and documentation for all renewal activities
• Identify situations that don’t follow standardized procedures and adapt the processes to meet the need
• Utilize training materials and knowledge tools to complete tasks efficiently
• Maintain organized records and update systems consistently

Team Collaboration

• Partner with team members to ensure continuity and coverage across accounts
• Participate in training and onboarding activities
• Share feedback on process gaps or inefficiencies observed during daily work

Success Metrics (What Good Looks Like)

• Accuracy and completeness of renewal processing
• Timely completion of assigned accounts
• Ability to follow workflows with minimal errors
• Responsiveness to customer and internal requests
• Progression in learning systems, tools, and processes

Qualifications

Required

• Strong attention to detail and organizational skills
• Ability to follow structured processes and workflows
• Strong analytical and problem-solving skills
• Clear written and verbal communication
• Comfort working with multiple systems and tools
• Ability to work in a fast-paced environment where procedures are rapidly changing to meet program needs

Preferred

• Bachelor’s Degree preferred
• 3 - 5 years of experience in customer support, sales, operations, or administrative roles
• Experience with CRM, ERP, or quoting systems
• Intermediate Microsoft Excel skills (basic formulas, data organization)