Renewals Specialist at Tana

Position Overview

• We are hiring a Renewals Specialist to manage existing customers' software contract renewals for a global software company. You will guide customers through the renewal process, prepare quotes, coordinate purchasing paperwork and discuss pricing and terms within approved guidelines.
• This role would suit someone who has worked closely with purchasing processes, enjoys customer communication and can manage many transactions accurately. Your experience can come from any industry; previous software renewals experience is helpful but not required. You should be comfortable handling customer pushback, explaining agreed boundaries and knowing when to seek support.

Responsibilities

• Own the end-to-end renewal process for an assigned global portfolio, contacting customers before renewal to confirm their needs, timelines and purchasing processes.
• Prepare renewal quotes using approved pricing guidelines, negotiate price and terms within defined limits, and obtain internal approval for concessions where required.
• Work with customer purchasing teams to obtain purchase orders, complete vendor forms and resolve paperwork blockers, accounting for regional purchasing practices.
• Coordinate quotes, pricing and order processing with channel partners and distributors on partner-led renewals.
• Identify expansion opportunities and partner with the Account Manager. Escalate renewal risks, requests outside approved limits, contract changes and customer concerns, working with relevant internal teams to resolve issues.
• Maintain accurate renewal opportunities in Salesforce, provide reliable weekly forecasts and flag at-risk renewals early.
• Use templates, follow-up sequences and automation to manage high volumes efficiently, and recommend improvements to renewal guidelines and processes based on customer and partner feedback.
• Meet or exceed renewal rate, on-time renewal and retained annual recurring revenue targets.

Requirements

• 2+ years of experience in a role closely connected to purchasing processes, such as sales, renewals or account management, with clear examples of your personal involvement.
• Working knowledge of how purchases move forward, including relevant steps such as approvals, purchase orders, vendor onboarding or procurement discussions.
• Comfort discussing pricing and terms with customers, explaining an approved offer and handling pushback professionally. Previous customer negotiation experience is helpful but not required.
• Judgement about when to hold an agreed boundary and when to escalate a request for support or approval.
• Strong organisation and attention to detail, with the ability to manage many concurrent transactions, deadlines and follow-ups.
• Clear, professional written and verbal communication with customers and partners.

Nice to have

• Experience in B2B software or technology.
• A track record of meeting renewal, retention or revenue targets.
• Experience using Salesforce or a similar CRM and quoting tools.
• Experience working with channel partners, resellers or distributors.
• Experience in software-as-a-service or subscription renewals.
• Cybersecurity or networking industry experience.
• Familiarity with quote configuration and pricing tools, deal approval processes or contract management.
• Additional languages that support customers in Europe, the Middle East, Africa or Asia-Pacific.

Location: Remote (based in Kenya)

Working Hours: 12:00 PM – 9:00 PM EAT