Director, Renewals & Customer Success Operations

Conga•Houston, TX

4h•Remote

About The Position

At Conga, we’ve built a community where our colleagues can thrive. Here you’ll find opportunities to innovate and support growth through individual and team development, all within an environment where every voice is heard. Conga lines up commercial operations so companies run as connected, smarter businesses. By unifying the people and processes that drive commerce, Conga aligns pricing, quoting, contracting, rebates, and communications so teams stay in sync and buyers keep moving forward. The result is trusted decisions, consistent buyer experiences, and profitable growth. More than 10,000 customers worldwide, including over 50% of the Fortune 100®, trust Conga when commercial complexity is high and global impact is on the line. Our approach is grounded in the Conga Way, a framework that reflects our values and drives everything from hiring to decision-making, as well as key programs including recognition. Created with direct input from our colleagues, the Conga Way forms the foundation of our vibrant culture. The Director of Renewals and Customer Success Operations is responsible for leading and guiding key operational activities across the Renewals and Customer Success teams, including annual planning, forecasting, business process optimization, and executive reporting and analytics. You will be the trusted adviser to the VP of Customer Success, guiding and supporting them every step of the way. You will lead a high performing team of operational leads who are experts in our business processes and systems and who are devoted to supporting the revenue process to drive business success. Securing renewals is a key to Conga’s success; it is one of our top four corporate focus areas. Outstanding operational support for Renewals and Customer Success is key to the success of theRenewals business. This is a big job – you will be at the center of it all! You will lead the annual planning cycle, support weekly forecasts, drive cross functional initiatives, implement operational processes and find ways to change the game. Not only will you lead, you will also do; we are a “get your hands dirty, everyone sweeps the floor” team. This role is also responsible for delivering high quality business intelligence to all stakeholders, including the executive team, FP&A and Renewals and CS Leadership. You will contribute directly to our company’s growth and reputation as the customer-focused revenue company.

Requirements

Analytical thinker and creative problem solver. You can see issues holistically and follow the flow of the stack to get to the root of the matter -- a key skill in this role. You pay attention to the details and do not miss a trick.
Strong communication and interpersonal skills. You’re not just comfortable engaging in collaborative discussions, but initiating them, too. You are skilled at reading and adapting to different communication styles. When you speak you are clear and concise. Your strong listening skills foster connections. You are the trusted adviser to many. You are also a premier writer and confident in preparing and presenting to all levels.
Resourceful & Collaborative. At Conga, we achieve together-- when you have questions, you find answers; when you’re faced with challenges, you find solutions. You turn to a variety of resources, including your colleagues, professional network, Internet, articles, books -- whatever helps you get the job done. Then you apply that knowledge across the business where it makes sense.
Flexible and Adaptable. You thrive when challenged; you like to do many different things. You can quickly change course if needed. Learning new things is something you like to do.
Initiative. You don’t wait around for things to happen. You’re not only proactive about completing your own work, but when you sense the need to introduce a project that will benefit the team or the organization -- even if it’s outside your scope of work -- you put a proposal together, talk to the team about it, and own it. You are innovative. And that also goes back to having an entrepreneurial spirt

Nice To Haves

Prior Renewals Management or Customer Success Management Role - 6+ years leading renewals operations, customer operations or leading a renewals team and/or customer success team; You will be supporting both customer success and renewals; your business knowledge or operational knowledge will be super helpful in understanding the needs of the business. You also know the ins and outs of operations.
Prior Leadership Experience - 6+ years leading a team. You can build and lead a high-performing team.
Prior Enterprise Software Company Experience - 6+ years in working for enterprise software companies. You know the challenges that software companies face, and you are ready and able to jump in.You understand the B2B business model; you are business savvy.
Degree in Economics, Finance or Math and MBA highly desired. You like numbers and you like people!