Customer Engagement & Relationship Management
Diana George
Renewals Manager
Pune
Summary
Dedicated Renewals Specialist with a strong track record of building & maintaining customer relationships, driving revenue growth & streamlining renewal process. Adept at managing true-up processes, analyzing license usage & and collaborating cross-functionally with Sales and Customer Success teams to develop data-driven renewal strategies. Passionate about customer retention and delivering value-driven solutions.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Renewals Manager
Tricentis
01.2021 - Current
- Build and maintain strong customer relationships through personalized communication via phone, video, and email.
- Drive contract renewals to support and expand Annual Recurring Revenue (ARR).
- Analyze license usage and manage true-up processes to maximize revenue potential.
- Work closely with customers to understand business goals and develop tailored renewal strategies.
- Collaborate cross-functionally with Sales, Customer Success, Finance, Pricing, Deal Desk, and Legal teams.
- Guide customers through documentation processes, ensuring accuracy and completeness.
- Identify potential challenges early and develop proactive solutions to prevent churn.
- Successfully manage an individual ATR of USD 4 Million with an 85% renewal rate.
Sales Operations Analyst
Symantec Software India Ltd
05.2019 - 04.2020
- Created and modified renewal quotes, ensuring accurate contract extensions.
- Managed renewal timelines and collaborated with stakeholders to resolve contract issues.
- Analyzed customer accounts and renewal pricing to drive seamless contract renewals.
- Partnered with Sales and internal teams to execute renewal strategies efficiently.
Senior Analyst (CSR)
ADP India
07.2015 - 09.2017
- Provided high-quality customer support and relationship management.
- Ensured contract adherence and renewal compliance for various accounts.
Senior Officer (UAE Cluster)
Maersk Global Service Centre
01.2012 - 11.2013
- Managed customer queries and documentation processes efficiently.
- Collaborated with internal teams to optimize operational workflows.
Senior Associate (UK Insurance Process)
WIPRO BPO
04.2010 - 11.2011
- Handled customer interactions and service inquiries while ensuring high-quality support.
Education
B.Com - Commerce With Computer Applications
MG University
Changanacheri, India 05.2001 - 07.2008
Skills
Salesforce (SFDC)
Accomplishments
- Received couple of 'Wow Awards' from onshore & clients
- Maintained the accuracy at a good rate throughout the tenure
- Successfully trained new joinees
- Traveled to Dubai for knowledge transfer and to Manila to train new joinees
Interests
Traveling, Yoga, Cooking
Process Optimization & Efficiency
Timeline
Renewals Manager
Tricentis
01.2021 - Current
Sales Operations Analyst
Symantec Software India Ltd
05.2019 - 04.2020
Senior Analyst (CSR)
ADP India
07.2015 - 09.2017
Senior Officer (UAE Cluster)
Maersk Global Service Centre
01.2012 - 11.2013
Senior Associate (UK Insurance Process)
WIPRO BPO
04.2010 - 11.2011
B.Com - Commerce With Computer Applications
MG University
05.2001 - 07.2008
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