Renewals Support Specialist

Reporting to the Renewals Manager, the Renewals Support Specialist will provide data remediation, inquiry, quoting and order support for the global Renewals team. The primary responsibility will be the remediation and maintenance of service contract data that are needed due to the migration from the Tungsten Automation Corporation legacy system to Tungsten Automation Corporation’s Salesforce CPQ system. (For example, terminating contracts, updating the support start and end dates etc.)

Furthermore, the RSS will actively participate in delivering proactive renewal quotes to Tungsten Automation Corporation partners or end users, and at the follow-up of open renewal deals with the customers. (Generally assigned to one product or territory, but also expected to support other products and territories, depending on business priorities.) The Support Specialist will also be responsible for acceptance and submission of any renewal orders and participate in the intake process for all requests.

Key Responsibilities

• Generation of proactive renewal quotes 90-days in advance of contract expiration
• Responding to contract inquiries, requests for quotes, and renewal orders to be submitted for processing within team service level objectives
• Providing back-up support in triage of inbound requests for the renewals team
• Creation of SFDC Cases/tickets related to contract inquiries, quote requests, renewal orders or other requests
• Ownership and investigation of renewal Inquiries including responding to partners and customers to close the inquiry
• Review of information provided by customers and partners on Renewal Quote and Renewal Order requests to ensure sufficient information is provided and that orders meet Tungsten Automation clean order requirements
• Assistance with data remediation post system migration and related research projects
• Utilize AI-enabled tools (e.g., chatbots, document automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards 

While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

• PC Literacy, including MS Excel
• Knowledge of Salesforce SFDC or other ERP systems
• Detail oriented with high level of time management skills (including flexibility when the workload requires extra time)
• Fluency in written/spoken English, additional European or Asian languages also beneficial
• Previous renewal experience/skillset preferred with ability to work in high volume, deadline-oriented processes focused on goal achievement
• Ability to leverage AI to ideate, develop, and scale to the needs of their department
• Skills in prompting AI systems and assessing output quality 

Tungsten Automation is an Equal Opportunity Employer M/F/Disability/Vets

• High School Degree or higher with 2 years minimum relevant experience (or combined equivalent work experience).
• Prior Renewal, Customer Service, Order Management or Sales Support skillset.

Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets