Senior Renewals Specialist

The Senior Renewals Specialist owns and optimizes the end-to-end renewals process across Aqueduct Technologies’ customer portfolio. Reporting to the VP of Sales Operations, you will be responsible for ensuring timely, accurate, and strategic execution of customer contract renewals while driving retention, customer satisfaction, and long-term value.

This role combines operational precision with strategic insight, balancing process excellence, relationship management, and proactive risk mitigation. Partnering with Sales, Customer Success, Finance, and Operations, you will surface risk early, drive alignment on account strategy, and ensure every renewal supports broader revenue goals, not just a contract end date.

• Ownership of the Renewals Process:
• Manages the end-to-end renewal cycle for customer contracts, ensuring timely and accurate execution.
• Tracks contract timelines and proactively engages accounts well before expiration.
• Maintains a consistent, repeatable renewal process that drives retention and customer satisfaction.
• Leads contract negotiations, ensuring terms align with customer needs while protecting company interests.
• Works with Legal and Finance to manage approval workflows and exceptions.

• Builds and maintains strong, trust-based relationships with existing customers.
• Acts as a renewal partner and advisor, ensuring customers feel supported throughout their journey.
• Identifies risks early and works cross-functionally to address concerns and reduce churn.
• Supports value-based conversations that connect renewal discussions to customer outcomes.

• Partners with Sales, Account Management, Customer Success, and Sales Operations to ensure renewals align with upsell/cross-sell opportunities.
• Collaborates with vendor partners and distributors (e.g., Cisco, Microsoft, Dell, HPE, VMware) to ensure pricing accuracy and program compliance.
• Communicates contract changes, pricing updates, and risk factors to internal stakeholders clearly and promptly.

• Maintains accurate renewal forecasts and pipeline updates within Salesforce.
• Tracks and analyzes KPIs such as renewal rates, attach rates, and churn trends.
• Provides actionable insights to leadership based on performance data and market conditions.
• Communicates forecast visibility and accuracy.

• Identifies inefficiencies and recommends improvements to the renewal motion.
• Drives automation, scalability, and standardization in renewal workflows.
• Leverages CRM data to streamline tracking, communication, and reporting.
• Develops and maintains an Internal Renewals Playbook and Sales Collaboration Guide defining best practices, cadence, and data visibility expectations.

• Shares best practices, supports professional development, and models accountability and excellence within Sales Operations.
• Helps drive a culture focused on continuous improvement and customer impact.

• Thinks beyond the transaction, identifying opportunities to expand value, improve customer outcomes, and increase renewal rates.
• Stays informed on evolving vendor programs, market conditions, and customer trends.
• Drives the adoption of value-selling strategies, ensuring renewal conversations are positioned as strategic engagements rather than administrative events.

• Communicates with professionalism and empathy in all customer and internal interactions.
• Practices clarity and consistency in written and verbal communications, especially in high-stakes or escalated situations.

• 6–10 years of renewals, contract management, or customer success experience within an IT solutions provider, VAR, or technology reseller.
• Proven track record of owning end-to-end renewals processes and improving retention and attach rates.
• Strong understanding of technology licensing, support contracts, and renewal programs from major vendors (Cisco, Microsoft, Dell, HPE, VMware, etc.). Skilled in forecasting, pipeline management, and KPI tracking using CRM tools such as Salesforce and renewals platforms.
• Analytical mindset with the ability to interpret data, identify trends, and present actionable insights to leadership.
• Excellent communication, negotiation, and relationship-building skills, with a focus on professionalism and customer empathy. Comfortable driving process improvements and automation initiatives, including the use of AI tools to enhance efficiency.
• Highly organized and adaptable, with the ability to manage multiple priorities in a fast-paced, high-volume environment. Experience using Salesforce or other CRM platforms, quoting tools, and distributor portals.
• Proven ability to collaborate with internal teams, external vendors, and procurement contacts.
• Strong collaboration skills, able to work effectively across Sales, Customer Success, Finance, and Operations teams in a hybrid work setting.

• Experience building renewal dashboards and performance reports for executive visibility.
• Understanding of hardware/software lifecycle management and vendor program compliance in the enterprise IT space.
• Familiarity with value-selling or outcome-based renewal strategies (e.g., “Command of the Message”).
• Experience leveraging AI and automation platforms (e.g., ChatGPT) to streamline renewals workflows or proposal creation.
• Prior experience helping to define or document standardized renewals playbooks or collaboration frameworks.

Aqueduct Technologies is committed to developing a diverse and talented team. We celebrate and support diversity and are committed to making an inclusive environment for all employees and applicants including women, minorities, individuals with disabilities, members of the LGBTQIA community, veterans, and any other legally protected group. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant on the basis of any status protected by federal, state, or local laws.

Aqueduct Technologies is one of the largest IT solutions providers in the US, recognized for our relentless pursuit of customer satisfaction, our corporate culture, technology leadership, and our commitment to the local community. We pride ourselves on our world-class engineering, the investments we make in our employees and our systems, and on our loyal base of customers and manufacturers. Recognized as one of the fastest-growing, private companies in Massachusetts—and awarded the Best Place to Work in Boston for six, consecutive years—there is no better time to join Aqueduct than now!