Job Title:  Customer Care and Retention Specialist

FARO INSIGHT Exists to Turn Reality into Understanding

 

We believe the world is shaped by decisions and those decisions only hold up when they’re grounded in objective truth. Our solutions capture buildings, sites and scenes exactly as they are and transform that data into insight teams can use to plan, verify, investigate and act with confidence.

Across Architecture, Engineering & Construction (AECO), Geospatial and Public Safety, we support professionals who establish truth, verify progress, investigate events and protect people & places. From surveyors defining the foundations of a project, to architects and builders coordinating complex infrastructure, to public safety professionals documenting critical incidents to deliver justice to communities. Our solutions underpin accountability and inspire trust in every decision.

 

At FARO INSIGHT, we admire individuals who wish to shape the future with us. Who believe leadership starts with responsibility. Who believe great innovation serves real-world outcomes. And who believe in long-term impact, over short-term noise. Here, you will be part of a team that puts those beliefs into action, creating work that makes a meaningful difference.

 

Insight You Can Build On.

 

To support our growth across LATAM we are looking for a Renewal Specialist based in Mexico.

The Renewal Specialist is responsible for driving customer retention, recurring revenue growth, and customer satisfaction through the proactive management of FARO service, software maintenance, subscription, and support agreement renewals. This role is also responsible for actively pursuing accessories, training, and aftermarket sales opportunities. The role owns the end-to-end renewal lifecycle within assigned territories and partners closely with Sales, Customer Success, Customer Support, Finance, and Operations teams to ensure customers continue to realize value from their FARO solutions.

The ideal candidate is customer-focused, results-oriented, highly organized, and capable of managing a high-volume renewal portfolio while consistently achieving quarterly revenue targets.

Key Responsibilities

Renewal Lifecycle Management

• Own and manage the complete renewal process for assigned customer accounts and territories.
• Proactively identify upcoming renewals and execute structured customer outreach campaigns to maximize on-time renewal rates.
• Prepare and deliver renewal quotations for service plans, software maintenance, subscriptions, training, accessories, and other eligible aftermarket offerings.
• Manage all renewal-related activities including quote generation, customer follow-up, purchase order collection, DocuSign execution, order processing, and fulfillment coordination.
• Maintain a healthy renewal pipeline and ensure opportunities progress according to established timelines and service levels.

Revenue Attainment & Forecasting

• Achieve assigned quarterly and annual renewal revenue objectives.
• Maintain accurate renewal forecasts and provide visibility into pipeline health, expected close dates, renewal risks, and revenue projections.
• Prioritize opportunities based on contract expiration dates, revenue impact, and customer risk factors.
• Actively manage renewal backlog to minimize expired contracts and reduce revenue leakage.

Customer Retention & Risk Management

• Build trusted relationships with customers to drive long-term retention and customer satisfaction.
• Identify at-risk accounts and proactively develop retention strategies to reduce churn.
• Document customer feedback, competitive threats, and non-renewal reasons to support continuous improvement initiatives.
• Educate customers on the value of maintaining active service agreements, software maintenance, subscriptions, and support coverage.

Territory & Sales Partnership

• Partner closely with Account Managers, Regional Sales Managers, Customer Success Managers, and Customer Support teams to drive renewal success.
• Coordinate account strategies and customer engagement plans to ensure a seamless customer experience.
• Support renewal activities across diverse territories, countries, time zones, and regional business practices.
• Actively pursue accessories, training, and aftermarket sales opportunities within assigned accounts and territories, including expansion, upsell, and cross-sell opportunities, and collaborate with Sales teams to maximize customer lifetime value.

Operational Excellence

• Maintain accurate customer, opportunity, renewal, and forecast data within Salesforce and related business systems.
• Ensure compliance with established renewal processes, policies, and operational standards.
• Monitor renewal performance metrics and maintain strong pipeline hygiene.
• Contribute to process improvement initiatives focused on scalability, automation, efficiency, and customer experience enhancement.
• Support implementation and adoption of automated and self-service renewal programs.

Cross-Functional Collaboration

• Collaborate with Sales, Customer Success, Customer Support, Finance, Order Management, Operations, and Legal teams to resolve customer issues and remove barriers to renewal.
• Escalate critical customer concerns and contractual issues as necessary to support successful outcomes.
• Participate in forecast reviews, territory planning discussions, and business review meetings.

Qualifications

• Bachelor's degree in Business, Marketing, Sales, Customer Success, or related field, or equivalent professional experience.
• 2+ years of experience in renewals, customer success, inside sales, account management, or a related customer-facing role.
• Experience managing recurring revenue, service contracts, maintenance agreements, software subscriptions, or SaaS renewals preferred.
• Strong customer communication, relationship-building, and negotiation skills.
• Proven ability to manage a high-volume workload while consistently achieving revenue objectives.
• Strong analytical, organizational, and problem-solving skills.
• Excellent attention to detail and time management capabilities.
• Experience with Salesforce CRM, Salesforce CPQ, Sales Engagement, DocuSign, Microsoft Office Suite, and related business applications.
• Ability to work independently while collaborating effectively across global teams and regions.
• Self-motivated, adaptable, and comfortable operating in a fast-paced environment.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs. The successful candidate must be able to identify appropriate AI use cases and critically evaluate AI-generated outputs.