Job Description
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.*