Manager, Renewals

Job Description

<h3>Job Description</h3><p>Job Description<p><p><p>Our client is a pioneer in the CRM space, is seeking a Manager, Renewals who will be responsible for the retention and growth of their customer base. A blend of both Customer Success and Account Management, this role requires a balanced approach of proactive business development and creative problem solving to meet/exceed revenue targets. </p><p><strong>Primary Duty / Objective: </strong></p><p>Meet and exceed renewal revenue targets for all accounts in North America and Australia by:</p><ul><li>Ensuring ongoing renewal attainment</li><li>Reducing churn and downgrades</li><li>Identifying and closing expansion opportunities</li></ul><p><strong>Supporting Tasks and Activities: </strong></p><ul><li>Key Account Management<ul><li>Act as primary point of contact on all Key Accounts engaging various internal teams to ensure time resolution of requests and project delivery</li><li>Provide training and guidance for clients to drive value received from their CRM solution.</li><li>Proactively contact clients based on cadence determined by customer life-cycle.</li><li>Conduct Account Review meetings and leverage solution-based selling to identify and close new revenue opportunities.</li><li>Craft and present Executive Business Reviews to clients communicating value delivery and identify areas to increase adoption.</li><li>Own the renewals process including the negotiation of win/win renewal agreements for small and medium sized companies.</li><li>Leverage qualitative and quantitative data for prospecting revenue opportunities and identifying churn risks within their territory.</li><li>Maintain thorough understanding of renewal and expansion pipeline and provide 90-day revolving forecast.</li></ul></li></ul><ul><li>Renewal Portfolio Performance<ul><li>Act as subject knowledge expert for internal and external questions pertaining to:<ul><li>Current and historical agreement term and conditions</li><li>Current and historical products and rate plans</li><li>Renewal policy, procedures and documentation</li></ul></li><li>Managing direct reports<ul><li>Provide Coaching and training on sales best practices to develop team</li><li>Handle client escalations when necessary</li><li>Monitor revenue performance and in-act course correcting strategies to ensure individual and team revenue targets are attained.</li><li>Resolving conflicts and disagreements</li><li>Creating tools, process, and procedures to support team in their objectives</li></ul></li><li>Support the NNL Sales team through:<ul><li>Providing existing customer industry data / information to support sales efforts</li></ul></li><li>Support sales strategy creation, new systems implementation, financial budgeting / forecasting and providing customer feedback for product direction</li><li>Support Business Partners in Key Account renewal and expansion conversations</li></ul></li></ul><ul><li>Other Activities<ul><li>Design and implement policy, procedures, systems and KPIs to streamline operations and revenue generating activities</li><li>Aggregate and present renewal performance data on a monthly, quarterly and annual basis to senior Management team</li><li>Monitor the book of business performance on an on-going basis to identify and mitigate any potential revenue risks</li><li>Analyze data sets to produce and produce ad-hoc reports for strategy decisions</li><li>Supporting VP, sales on various projects and initiatives when needed</li></ul></li></ul><p><strong>Skills / Qualification / Education </strong></p><ul><li>University degree or comparable work experience</li><li>7+ years B2B Account Management Experience, SaaS preferred</li><li>3+ years in sales leadership role</li><li>Outstanding sales, customer success and problem-solving abilities</li><li>Advanced knowledge of Microsoft suite</li><li>Excellent revenue risk identification and migration ability</li><li>Concise communicator with the ability to communicate effectively across audiences with varied technical knowledge level</li><li>Proactive attitude towards account management and quota achievement</li><li>Strong analytical background with ability to translate into tangible strategy</li></ul></p></p></p>