Renewal Account Representative

About the Role

The Renewal Account Representative will be responsible for developing and implementing a comprehensive strategy for contract renewals, with a focus on maximizing retention rates and identifying expansion opportunities. This will involve working closely with the broader account team, partners, and customer health data to identify renewal risk and partner on remedial actions aimed at securing renewal.

Kong is a leading developer of API and AI connectivity technologies, and the successful candidate will be part of a team that is building the infrastructure that powers the agentic era. The company is trusted by the Fortune 500 and startups alike, and its unified API and AI platform, Kong Konnect, enables organizations to secure, manage, accelerate, govern, and monetize the flow of intelligence across APIs and AI models.

What You Will Do

• Develop and implement a comprehensive strategy for contract renewals, focusing on maximizing retention rates and identifying upsell and cross-sell opportunities
• Work closely with account executives to ensure a seamless renewal process, understanding customer needs and aligning Kong's solutions to meet those needs
• Work several quarters ahead of renewal dates to ensure customer readiness, engaging with the broader account team, partners, and customer health data to identify renewal risk
• Partner on remedial actions aimed at securing renewal
• Identify expansion opportunities to generate additional revenue, driving those opportunities to closure and/or ensuring that the appropriate account team are engaged to maximize the opportunity
• Act as the primary point of contact for renewal-related inquiries, building and maintaining strong relationships with customers to ensure their continued satisfaction
• Conduct account reviews and planning to forecast renewals accurately, identify at-risk accounts early, and implement strategies to address potential churn
• Leverage customer feedback and insights from the renewal process to contribute to product development and improvement initiatives
• Represent Kong with the utmost professionalism, providing exceptional support and guidance to customers throughout the renewal process
• Fulfill any additional tasks as required by the manager

What We Are Looking For

• A genuine commitment to ensuring customers see the value and benefit from their investment in Kong
• 2+ years of experience in sales, sales development, or account management, with a preference for candidates with a background in enterprise software
• Demonstrated ability to maintain and grow customer relationships, with a strong focus on achieving high retention rates
• Excellent communication, interpersonal, and negotiation skills, capable of effectively managing customer expectations and closing renewals
• A results-driven approach, motivated by meeting and exceeding targets and objectives
• Strong analytical skills to track and forecast renewal metrics, coupled with a strategic mindset to identify growth opportunities within the existing customer base
• Experience with Excel and other sales and account management tools
• Knowledge of open source, APIs, and/or infrastructure software is highly advantageous

Nice to Have

• Experience working in a fast-paced, dynamic environment with a strong focus on customer success
• Knowledge of sales and account management methodologies, such as solution selling and account planning
• Experience working with cross-functional teams, including sales, marketing, and product development
• A strong understanding of the technology industry, with a focus on API and AI connectivity technologies

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading developer of API and AI connectivity technologies
• Collaborative and dynamic work environment with a strong focus on customer success
• Professional development opportunities, including training and education programs
• Flexible working hours and remote work options
• Access to the latest technology and tools, including Excel and other sales and account management software
• Recognition and reward programs for outstanding performance
• Comprehensive health and wellness programs, including medical, dental, and vision insurance
• Generous paid time off and holiday allowance
• Retirement savings plan and matching program

• Make sure to highlight your experience with sales and account management tools, such as Excel, in your application and during the interview process.
• Showcase your ability to build strong customer relationships and drive business growth through contract renewals and account expansion.
• Research Kong's products and services, including its unified API and AI platform, Kong Konnect, to demonstrate your understanding of the company's offerings and how they meet customer needs.
• Be prepared to provide specific examples of your experience working in a fast-paced, dynamic environment with a strong focus on customer success.
• Consider creating a portfolio or case study that highlights your achievements in sales and account management, and be prepared to discuss it during the interview process.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role or what the company's goals and objectives are for the next quarter.
• Be prepared to negotiate your salary and benefits package, and make sure to research the market rate for the role to ensure you are fairly compensated.