Renewal Representative

The Renewal Representative is responsible for managing subscription renewals for existing customers. This role plays a critical part in maintaining long-term customer relationships, supporting revenue continuity, and ensuring continued access to authoritative tax information for a diverse, international subscriber base.

Working closely with the assigned territory Sales Representative, the Renewal Representative manages the renewal process, serves as a trusted point of contact for customers, and helps identify opportunities for expanded access to Tax Analysts’ products. The position is not quota-carrying; success is measured by renewal performance, accuracy, and collaboration with the Sales Representative.

Essential Duties and Key Responsibilities:

• Manage the renewal lifecycle for an assigned book of international subscription accounts, across all customer sizes, including law firms, corporate, accounting and government accounts.
• Proactively engage customers in advance of renewal dates to confirm continuation of service, pricing, and terms
• Serve as a knowledgeable and reliable point of contact for renewal-related inquiries
• Clearly communicate the value of Tax Analysts’ publications and research tools in support of continued subscriptions
• Work in close partnership with the territory Sales Representative to support account strategy and customer needs
• Identify potential upsell or cross-sell opportunities and coordinate with the Sales Representative for execution
• Accurately process renewals and maintain contract and communication records in NetSuite
• Ensure renewal data, customer records, and documentation are complete and up to date
• Monitor renewal timelines and flag at-risk accounts early to prevent service interruptions
• Coordinate with internal teams as needed to resolve customer issues efficiently and professionally
• Meet or exceed established renewal percentage expectations and related performance goals

Skills & Competencies:

• Customer-focused, service-oriented approach
• Strong organizational and follow-up skills
• Ability to work collaboratively with Sales and internal stakeholders
• Professional judgment in handling customer questions and renewal discussions
• Respect for confidentiality and the importance of reliable information

Performance Measures:

• Subscription renewal percentage
• Timeliness and accuracy of renewal processing
• Contribution to account stability and churn reduction
• Effective collaboration with Sales on account management
• Quality and consistency of CRM data and documentation

Compensation & Benefits:

• Competitive base salary plus performance-based bonus tied to renewal and retention outcomes
• Comprehensive benefits package

Requirements

• None required but experience in subscription renewals, account management, customer success, or a related customer service type of role helpful.
• Experience working with digital subscriptions or information services strongly preferred
• Strong written and verbal communication skills, with the ability to engage professionally with an international audience
• High attention to detail and accuracy, particularly in contract and account management
• Ability to manage multiple renewal cycles and deadlines simultaneously
• Proficiency with CRM systems; experience with NetSuite highly desirable

Benefits

• Health/Dental/Vision
• 401K: Immediately vested
• Tuition assistance
• Qualified employer under the Public Service Loan Forgiveness program (PFSL)
• Generous Paid Time Off
• Dog-friendly office
• Private gym onsite
• Medical, Dental, Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Employee Assistance Program (EAP)
• Life and AD&D Insurance
• Disability Insurance
• Pet Insurance
• Tuition Assistance
• Trade Publication/News Subscription Reimbursement
• Exercise Room
• Paid Holidays
• Vacation and Sick Leave
• Parental Leave

Tax Analysts is an Equal Employment Opportunity Employer.