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