Customer Onboarding & Renewal Specialist

Who We Are: TrustedTech is a leading Microsoft Cloud Solution Provider (CSP) specializing in Microsoft Cloud services, Microsoft perpetual licensing, and Microsoft Support Services for medium and enterprise-sized businesses. Our robust team of in-house, U.S-based Microsoft architects and engineers are certified in all 6/6 Microsoft Solutions Partner Designations in the Microsoft Cloud Partner Program. Prioritizing a people-centric mission, TrustedTech has transformed the Microsoft software licensing experience, giving IT professionals complete confidence in the success of their Microsoft investment. Overview: We are seeking a dedicated and proactive Customer Onboarding & Renewal Specialist to join our Account Management team. This individual will be the primary point of contact for new customers, guiding them through a seamless and successful onboarding experience. Additionally, this role is responsible for ensuring high customer retention by proactively managing the annual subscription renewal process. The ideal candidate is a highly organized, client-focused professional with exceptional communication skills and a passion for building lasting customer relationships. Responsibilities: Customer Onboarding: Serve as the project lead for all new customer implementations, managing the end-to-end onboarding process from initial kickoff to successful go-live. Collaborate with sales, product, and support teams to ensure a smooth transition and setup for new clients. Conduct personalized training sessions and product walkthroughs to empower customers and drive platform adoption. Monitor key performance indicators (KPIs) during the onboarding phase to identify and address potential issues early. Subscription Renewals: Proactively manage a portfolio of customer accounts to ensure timely and successful annual subscription renewals. Communicate renewal timelines and terms to customers well in advance of their renewal date. Identify potential at-risk accounts and work with the Account Manager to develop and execute a retention strategy. Document all renewal activities and updates in the CRM system to ensure accurate reporting and forecasting. Relationship Management: Build and maintain strong, trust-based relationships with key customer stakeholders. Act as a customer advocate, communicating their feedback and needs to internal teams to drive product and service improvements. Identify opportunities for account expansion and collaborate with the Account Manager to explore new opportunities. Required Skills & Qualifications (must-haves): Experience in Client-Facing Roles: 2–4 years of experience in Account Management, Customer Success, or a similar client-facing position, preferably in a B2B SaaS or technology environment. Onboarding & Implementation Expertise: Proven ability to manage project-based work, including customer onboarding, implementation, or training, with a track record of driving customer adoption and satisfaction. Renewal & Retention Skills: Demonstrated success in managing subscription renewals, mitigating churn risks, and executing proactive retention strategies. Communication & Relationship Building: Exceptional verbal and written communication skills, with the ability to build trust, influence stakeholders, and simplify complex concepts for customers. Organizational Agility: Strong multitasking and prioritization skills with the capacity to manage a high volume of accounts while ensuring quality customer experiences. Problem-Solving Mindset: Proactive, solutions-oriented approach with the ability to identify risks early and implement effective resolutions. Technical Proficiency: Familiarity with CRM platforms (e.g., Salesforce, HubSpot) and project management or collaboration tools to streamline workflows and reporting. Preferred Skills& Qualifications (nice-to-haves): Experience working in SaaS, cloud solutions, or IT services with a deep understanding of subscription-based business models. Comfort in leading customer training sessions, product demos, or workshops that accelerate adoption and strengthen engagement. Background in working closely with Sales, Product, and Support teams to drive alignment and customer outcomes. Ability to identify opportunities to refine onboarding or renewal workflows and contribute to continuous improvement initiatives. Proficiency in leveraging data and customer health metrics to forecast renewals, identify at-risk accounts, and support expansion opportunities. Benefits: 100% HMO Healthcare Coverage (CA employees only) PPO Healthcare Coverage Vision and Dental Insurance 401(k) plan with a 4% match by TT PTO + sick pay + paid holidays Pet Insurance Paid Parental Leave Microsoft Reimbursement Program Base Salary: $70K (projected OTE: $77K) *TrustedTech is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation/gender identity, or any other characteristic protected by applicable law.*

Created: 2025-09-23