Renewals Associate

About ITRS

At ITRS, we make society's critical technology work. Our mission is to deliver automated and holistic IT observability solutions that safeguard critical applications and enable innovation. We are the only monitoring and observability platform designed for the most demanding and regulated industries — trusted by 90% of Tier 1 capital markets firms.

We believe when our team thrives, so do our customers. With us, you'll find:

• A culture that backs you – We're proud to be a Great Place to Work for multiple years in a row due to our inclusive, supportive environment.

• Work that matters – Make a real difference with 1,000s of global customers in industries that keep the world running, including 9 out of 10 top investment banks.

• Room to grow – Whether you're starting your career or bringing years of experience, we're committed to your development. Just ask our team members who've been excelling here for 10+ years.

With headquarters in London and teams across the US, Europe, and Asia, ITRS combines the agility of a high-impact tech business with the stability of a private equity–backed global partner.

Scope of Role

We are looking for a proactive and customer-centric Renewals Associate to manage subscription renewals for our customers across the DEM and Observability Value streams.

Reporting to our Renewals Team Manager, you will focus on building strong, lasting client relationships that drive both retention and growth: securing multi-year agreements, mitigating customer attrition, and identifying opportunities to expand the value our customers gain from ITRS. You will use data-driven insights and AI tools to enhance the renewal process while delivering an excellent customer experience.

As a Renewals Associate, you will:

• Proactively engage with customers to foster strong, long-term relationships, promote multi-year agreement renewals, and address potential concerns to minimise attrition.
• Drive client growth by understanding customers’ evolving needs, identifying upsell/cross-sell opportunities, and collaborating with the sales team to maximise revenue.
• Coordinate with our teams (Sales Operations, Sales, Customer Success, Finance) to ensure accurate pricing and contract terms.
• Leverage AI tools to streamline and improve renewals processes, increasing efficiency and accuracy.
• Use AI-driven insights to support the execution of our go-to-market (GTM) strategy.
• Support reporting efforts by preparing renewal status updates and performance metrics.
• Support process automation projects to enhance efficiency in the renewals process.
• Use CPQ (configure, price, quote) tools to create renewal quotes, contracts, and invoices.
• Maintain and update renewal records in CRM systems (Salesforce and Uptrends Admin).
• Ensure compliance with company policies and renewal best practices.
• Enhance process documentation so clear processes and procedures are followed.
• Track, manage, and process customer subscription renewals.