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Renewal Manager



Lisbon, Portugal
Posted on Saturday, June 15, 2024

PagerDuty empowers teams of all kinds to do the critical work that moves business forward through the PagerDuty Operations Cloud.

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A successful Renewal Manager will be a dynamic and organized self-starter who can work remotely and independently while also being part of a team. You will be in a commission-based role and responsible for the software and user renewal revenue and retention for assigned customers.

What You Will Do

  • Own the subscription renewals process for an assigned customer list and collaborate with internal resources to preserve and improve customer contracts and relationships.
  • In coordination with the Customer Success manager, execute the customer success plays to increase software adoption and deliver business value to your accounts
  • Responsible for creation of renewal order forms quotes and proposals
  • Develop and execute negotiation strategies for customer subscription renewals that maximize contract value while protecting and enhancing customer trust
  • Collaborate across multiple teams: sales operations, engineering, customer success, account executives, contracts, and legal
  • Research and identify relevant customer contacts from multiple sources
  • Maintain accurate information in Salesforce for accounts, opportunities, customer contacts, renewal pipeline, and forecast
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management to drive renewal to on-time closure
  • Proactively manage any risk of the customer not renewing by working with other functions to develop a risk mitigation plan.
  • Provide on-going feedback about customers at risk to the management and the Customer Success Management team.
  • Identify and help position up-sell opportunities and engage Rundeck Account Executives
  • Help to identify operational improvements in our renewal processes

Who You Are

  • Positive attitude and passion for learning and helping others
  • Experience developing customer relationships in a renewals team, as an account manager, inside sales, Customer Success Management, renewal sales, or direct response role in the past.
  • People Person. You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, over the phone, in email, and Web meetings
  • Self-motivated, eager to learn, and not afraid to seek out the expertise of others around you to adapt and perfect your work.
  • Ability to work independently and within a team environment
  • Excellent Communicator. Strong written and verbal communication skills. You will have to be able to effectively communicate Rundeck's value as it pertains to use case
  • Knowledge of IT operations and IT development organizations, systems, and tools
  • Ability to deal with a transactional work environment. You will have to be detail-oriented, & able to excel at time management, and be well organized.
  • Problem solver. Clearly identify a problem, propose a solution, and resolve the issue.
  • Bachelor's degree preferred

Bonus Points

  • Working experience in a technology or SaaS company
  • Software subscription experience a plus
  • Experience using Salesforce CRM

Not sure if you qualify?

Apply anyway! We extend opportunities to a broad array of candidates, including those with diverse workplace experiences and backgrounds. Whether you're new to the corporate world, returning to work after a gap in employment, or simply looking to take the next step in your career path, we are excited to connect with you.

Where we work

PagerDuty currently has offices in Atlanta, Lisbon, London, San Francisco, Santiago, Sydney, Tokyo, and Toronto. We offer a hybrid, flexible workplace. We also provide ample opportunities for in-person and virtual connection, like team offsites and volunteering events.

How we work

Our values are deeply embedded in how we operate and the people we bring on board. You will see our values ingrained in how we support our customers, collaborate with our colleagues, develop our products and foster an inclusive and empathetic work culture.

  • Champion the Customer | Put users first to design great products and experiences.
  • Run Together | Build strong teams that amplify our impact on users.
  • Take the Lead | Disrupt and invent to be the first choice for users.
  • Ack + Own | Take ownership and action to deliver more efficiently to users.
  • Bring Your Self | Bring your best self to build empathy and trust with users.

What we offer

One way we ensure our employees are inspired to do their best is through a comprehensive total rewards approach that supports them and their loved ones. As a global organization, our programs are competitive with industry standards and aligned with local laws and regulations. Learn more, including country-specific offerings, on our benefits site.

Your package may include:

  • Competitive salary
  • Comprehensive benefits package from day one
  • Flexible work arrangements
  • Company equity*
  • ESPP (Employee Stock Purchase Program)*
  • Retirement or pension plan
  • Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
  • Generous paid vacation time
  • Paid holidays and sick leave
  • Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
  • HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
  • Paid volunteer time off - 20 hours per year
  • Company-wide hack weeks
  • Mental wellness programs

*Eligibility may vary by role, region, and tenure

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management. The PagerDuty Operations Cloud revolutionizes how critical work gets done, and powers the agility that drives digital transformation. Customers rely on the PagerDuty Operations Cloud to compress costs, accelerate productivity, win revenue, sustain seamless digital experiences, and earn customer trust. More than half of the Fortune 500 and more than two thirds of the Fortune 100 trust PagerDuty including Cisco, Cox Automotive, DoorDash, Electronic Arts, Genentech, Shopify, Zoom and more.

Led by CEO Jennifer Tejada, PagerDuty’s Board of Directors is 50% female and 62% URP representation. We strive to build a more equitable world by investing 1% each of company equity, product, and employee volunteer time.

PagerDuty is Great Place to Work-certified™, a Fortune Best Workplace for Millennials, a Fortune Best Medium Workplace, a Fortune Best Workplace in Technology, and a top rated product on TrustRadius and G2.

Go behind-the-scenes on our careers site and @pagerduty on Instagram.

Additional Information

PagerDuty is committed to creating a diverse environment and is an equal opportunity employer. PagerDuty does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, parental status, veteran status, or disability status.

PagerDuty is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application process. Should you require accommodation, please email [email protected] and we will work with you to meet your accessibility needs.

PagerDuty uses the E-Verify employment verification program.