Renewal Account Manager (Partner Business)

The Renewal Account Manager (Partner Business) is accountable for Partner and Indirect customer retention, owning the full renewal negotiation cycle, safeguarding and expanding revenue via pricing strategy and incremental product adoption, and delivering against defined individual and team performance objectives.

The role involves engaging and coordinating with resell partners, direct customers, Partner Success Manager, Partner Executives, and Technical Account Managers to manage contract renewals and negotiate successful renewal agreements.

As a Renewal Account Manager, a typical day might include the following:

• Develop deep knowledge and understanding of customer and partner contracts, NiCE billing models, and competitive offerings to inform renewal strategy.

• Maintain working knowledge of NiCE products and services.

• Engage with partners and customers to understand renewal goals and ensure alignment with NiCE’s business objectives.

• Prepare and analyze financial and contract data to support internal renewal planning and decision-making.

• Collaborate internally with Sales, Customer Success, Legal, and Finance to drive retention and expansion outcomes.

• Negotiate all facets of renewal contracts (terms, pricing, multi‑year options) to achieve win/win outcomes and protect recurring revenue.

• Create contractual documents, renewal quotes, presentations, emails, and Excel models for renewal and contract management activities.

• Manage the quote‑to‑close process in CRM and CPQ tools.

• Maintain accurate renewal forecasts, track renewal pipeline, and provide regular status updates on retention and risk to leadership.

• Track client retention and revenue performance using Salesforce and other data sources.

• Identify renewal risks, recommend mitigation strategies, and communicate clearly with internal and external stakeholders.

To land this gig you need:

• Bachelor’s degree in Business Administration or a related field, or equivalent work experience.

• 4+ years of experience in SaaS contract negotiation.

• Experience with a variety of SaaS billing models (subscription, usage-based, and hybrid).

• Proven ability to work efficiently in a fast-paced environment and consistently meet customer contract timelines.

• Highly organized and detail oriented.

• Demonstrated ability to work independently with minimal supervision.

• Ability to pivot across multiple negotiations and manage competing priorities.

• Demonstrated adaptability and responsiveness to change in support of evolving business needs and customer expectations.

• Comfortable operating in ambiguous situations and maintaining productivity amid incomplete information or shifting priorities.

• Demonstrated ability to bring forward innovative, strategic ideas and approaches in negotiation.

• Strong problem-solving and critical-thinking skills.

• Proven ability to communicate effectively with senior customer stakeholders, including CEOs, CTOs, and CFOs.

• Proficiency with core Microsoft Office applications and Salesforce (or similar CRM / Customer Success platforms).

Bonus Experience:

• Customer Success, Partner Success or Partner / Indirect Customer Sales experience.

• Experience with contact center or service delivery environments.

• Any experience working with government / public sector accounts.