Role Overview

The Manager, Renewals is a critical leadership role responsible for maximizing revenue protection and growth within a designated territory. This individual will lead a team of 8-12 dedicated renewal professionals, serving as the key driver for achieving financial targets and fostering customer success.

The core responsibilities include:

• Day-to-day management of team activities.

• Identifying, forecasting, and mitigating attrition risk.

• Designing and executing the renewal strategy for the territory.

• Collaborating closely with leaders in Sales and Customer Success.

Core Responsibilities

Team Leadership and Development

• Lead and Mentor: Lead a team of 8-12 renewals professionals, providing ongoing mentoring and development.

• Client Engagement: Actively support direct reports by participating in and leading client meetings, leveraging other corporate resources as required.

• Best Practice Education: Develop and educate the team on renewal best practices to drive consistency and excellence.

Strategy, Forecasting, and Execution

• Renewal Strategy: Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust.

• Forecasting Excellence: Lead weekly forecast meetings to drive rigorous forecasting excellence and accuracy.

• Account Growth: Ensure the team plays an active role on the extended account team, helping to identify incremental opportunities upon contract renewal.

Internal Collaboration and Risk Management

• Trusted Advisor: Serve as a trusted advisor to Sales and Customer Success leadership, establishing a monthly meeting cadence within the territory.

• Cross-Functional Strategy: Take a lead role in collaborating with internal resources (e.g., Pricing, Product Management, Account Executives) to develop comprehensive renewal strategies.

• Executive Visibility: Provide executive management with complete visibility to renewals, clearly communicating risk, and leading the development of resolution strategies.

Operational Excellence

• Adherence to Standards: Ensure the team adheres to best practices for all internal processes, including Opportunity Management, Data Quality and accuracy, Quotations, and Forecasting.

• Target Achievement: Ensure the team achieves financial and strategic targets for minimizing attrition, positioning favorable terms, and boosting incremental revenue.

Required Experience

• 10+ years of demonstrated success in a Sales, Operations, or Account Management capacity, with a strong focus on negotiating contracts.

• 2+ years of people management experience, specifically leading, developing, and mentoring a team for success.

• Proven track record of overachieving quota and key performance indicators (KPIs).

Core Competencies

• Exceptional Negotiation Skills: Demonstrated ability to lead value-based contract negotiations at the CXO level and effectively mentor a team to acquire these skills.

• Financial and Operational Acumen: Excellent financial acumen, along with strong process and policy management skills.

• Strategic Customer Management: Strong customer management and soft skills, with the ability to demonstrate a strategic mindset to enable persuasive customer conversations.

• Salesforce Value Proposition: Demonstrated ability to effectively articulate the Salesforce value proposition.

• Strong organizational, operational, and analytical skills.

Desired Skills and Experience

• Experience negotiating complex multi-year services contracts.

• Strong knowledge of the salesforce.com product and platform features, capabilities, and best use.

• Experience with an enterprise CRM or customer service application; Salesforce.com experience is required.

• Ability to manage transactions through different stages using technology.