To maximise B2B client retention and renewal revenue by managing the end-to-end renewal cycle for clients introduced and managed through Channel Partners. The B2B Renewal Advisor is responsible for proactively engaging Channel Partners, forecasting upcoming renewals, resolving renewal blockers, securing timely licence renewals, and maintaining accurate pipeline visibility while delivering a consistent and professional partner experience.
KEY ACCOUNTABILITIES
- Manage an assigned portfolio of B2B renewals generated through Channel Partners, taking ownership from pre-renewal engagement through successful renewal completion.
- Proactively contact Channel Partners ahead of client licence expiry dates to confirm renewal intent, requirements, documentation, timelines, and payment readiness.
- Achieve monthly B2B renewal revenue, retention, conversion, and closure targets in line with departmental objectives.
- Maintain a structured renewal cadence for upcoming, due, and overdue accounts, prioritising cases by expiry date, value, probability, and risk.
- Conduct regular face-to-face and virtual meetings with key Channel Partners to review renewal pipelines, high-value accounts, at-risk clients, and upcoming expiry volumes.
- Build strong working relationships with Channel Partners and act as their primary point of contact for renewal-related enquiries, escalations, and support.
- Provide accurate, up-to-date guidance on renewal pricing, documentation, licence requirements, business activities, visa-related dependencies, penalties, and applicable policy changes.
- Identify renewal blockers early, including pricing concerns, documentation gaps, compliance matters, service issues, client inactivity, or cancellation intent, and drive appropriate resolution.
- Handle renewal objections professionally and use a consultative approach to protect retention, value, and long-term partner relationships.
- Monitor clients approaching expiry and overdue status, escalating high-risk or time-sensitive cases to the Renewals Manager in accordance with the escalation process.
- Coordinate with Compliance, Client Servicing, Finance, Operations, and other relevant internal teams to ensure renewal applications are processed accurately and efficiently.
- Support Channel Partners with licence amendments, visa-related requirements, establishment card requirements, and other services that form part of or affect the renewal journey.
- Train and guide Channel Partners and their employees on the B2B renewal process, renewal timelines, required documents, portal usage, and best practices for improving client retention.
- Maintain accurate and complete renewal records in Zoho
- Produce timely renewal reports covering pipeline, closed renewals, retention, cancellations, expiries, at-risk accounts, partner performance, and forecast versus target.
- Analyse cancellation and non-renewal reasons and provide actionable feedback to the Renewals Manager to improve retention and the overall renewal experience
- Identify appropriate cross-sell and value-add opportunities during the renewal cycle while ensuring the primary focus remains successful client retention.
- Perform other renewal-related duties and tasks as required by the line manager.
QUALIFICATIONS, EXPERIENCE, SKILLS & COMPETENCIES
- 2–4 years of experience in B2B renewals, account management, customer success, relationship management, or sales.
- Experience in the UAE business setup, free zone, licensing, or commercial services sector is mandatory.
- Bachelor’s degree in Business Administration, Sales, Marketing, or a related field.
- Proficient in CRM tools (Zoho preferred), with strong pipeline and activity management discipline.
- Ability to manage high-volume renewal portfolios and prioritise cases by expiry, value, risk, and likelihood to close.
