Renewal Specialist

Job Description: Renewals & Customer Success Specialist

Location: Pune - India

Employment Type: Full-Time

US business hours (EST, CST, or PST shifts as assigned).

Role Overview

We are looking for a highly motivated, detail-oriented Renewals & Customer Success Specialist based in Pune India to manage renewals and customer relationships for a broad portfolio of our smaller customers. Because you will be supporting our North American client base, this role requires working US hours.

In this role, you will be the primary point of contact for these customers, ensuring their orders and renewals are processed seamlessly and on time. Beyond operational processing, you will proactively engage with customers via phone and email to guarantee they are having a positive experience, educate them on the value of the Onix, and identify ways Onix can further support their cloud journey.

Key Responsibilities

• Renewal Management: Own the end-to-end renewal lifecycle for a designated portfolio of customers, ensuring timely order processing and minimizing churn.
• Proactive Customer Outreach: Regularly contact customers via phone and email to conduct health checks, gather feedback, and ensure they are having a positive, seamless experience with Onix and our vendor partners.
• Value Articulation: Clearly explain Onix's business model and the benefits of our resell program and services capabilities, ensuring customers understand the ongoing value of their partnership with us.
• Upsell & Cross-sell Identification: During customer conversations, identify opportunities where Onix's additional services or products can solve customer challenges, routing leads to the appropriate sales teams when necessary.
• CRM Data Integrity: Maintain accurate and up-to-date records of all customer interactions, renewal statuses, and order processing details in Salesforce.
• Issue Resolution: Act as a customer advocate, triaging any billing, licensing, or support issues that arise during the renewal process and ensuring swift resolution.

Requirements & Qualifications

• Exceptional Communication: Extreme fluency in English (both written and verbal) is absolutely mandatory. You must be highly comfortable conducting professional phone calls and writing clear, concise emails to US-based customers.
• US Working Hours: Must be willing and able to work consistent US business hours (EST, CST, or PST shifts as assigned).
• Business Acumen: A strong understanding of the technology resell model, software-as-a-service (SaaS) subscriptions, and basic cloud computing concepts (Google Workspace, Google Cloud Platform, or Google Maps knowledge is a major plus).
• Experience: 2+ years of experience in Customer Success, Renewals, Inside Sales, or Account Management, preferably within the tech or cloud industry.
• Systems Knowledge: Proficiency using Salesforce (or similar CRM platforms) to manage opportunities, tasks, and customer data.
• Soft Skills: High emotional intelligence, a customer-first mindset, and the ability to work independently in a fast-paced, high-volume environment.