Renewal Manager

Datacor

About The Position

As a Renewal Manager, you will be responsible for owning and handling customer renewals across Datacor. You will communicate and work directly with customers and internal stakeholders such as Sales, Finance, Customer Success, and Services to ensure successful execution of renewals and resolution of customer inquiries. You will be responsible for managing a high volume of account-related tasks and inquiries centered on maximizing customer investment with the Datacor platform.

Requirements

Experience working in Business Development Representative (BDR), Account Management, Renewals, or Customer Success in a B2B enterprise software environment; BDR or direct renewal experience being a strong advantage
Experience with proactive outreach, multi-touch communication sequences, and phone-based customer engagement
Strong customer management and clear communication skills with the ability to effectively lead sensitive customer conversations over calls and emails
Seek to understand and empathize with multiple perspectives in a situation
Demonstrated ability to execute healthy negotiation and interpersonal problem-solving skills
Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level while empathizing with customers and their unique situations
Strong process management, financial acumen, and ability to apply strict policies
Ability to react and adapt to potential rapid shifts in priorities and organizational policies
Able to understand technical concepts and communicate that to internal and customer stakeholders across all levels
Ability to problem solve and excel in high levels of uncertainty and change or ambiguity
4-year college degree or equivalent experience

Responsibilities

Develop and execute varying negotiation strategies for customers of different size / segments / product lines to maximize contract value while empathizing with customers' situations and protecting and enhancing customer trust
Communicate directly with customers to accurately resolve a high volume of renewals/inquiries in a timely manner while providing exceptional customer service by collaborating with Customer Success, Support/Services, and Finance
Collaborate with Customer Success and Sales teams to identify and maximize opportunities for account growth and expansion
Contribute to scaling the Renewal team by providing feedback, piloting new processes, and developing playbooks for successfully executing renewals
Identify customer requirements, uncover roadblocks, escalate pain-points, and demonstrate strong account management and commercial capabilities to drive renewal to on-time resolution
Provide management with complete visibility to renewals and solicit executive involvement as required
Accurately maintain/update a rolling 120-day renewal forecast and communicate any renewal risk to internal resources in order to develop resolution strategies
Achieve financial and strategic goals for minimizing attrition, positioning favorable terms, and boosting incremental growth via up-sells, cross-sells and add-ons
Develop a keen understanding of Datacor's products and value proposition to customers and positioning in our industry
Develop a comprehensive understanding of B2B enterprise software/SaaS industry and commonly used terminology and concepts
Learn, develop, and execute negotiation strategies to handle and own customer renewals across Datacor and identified product lines to help achieve business objectives while enhancing customer trust and minimizing churn
Develop and maintain renewal forecast dashboards and KPIs to track renewal resolutions
Develop strong relationships with internal stakeholders, fostering collaboration across teams to meet renewal objectives and to resolve customer inquiries effectively