Datacor - Renewal Manager
Requirements
• Commercial Acumen: Gain hands-on experience with forecasting, risk assessment, account planning, and revenue optimization through renewals, upsells, and cross-sells • Commercial Acumen: • B2B Software Industry Knowledge: Deepen understanding of enterprise software renewal cycles, SaaS business models, and process manufacturing industry dynamics • B2B Software Industry Knowledge: • Career Foundation: Build strong foundation for advancement in account management, customer success, or revenue operations roles within the software industry • Career Foundation: • 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 • EOE Statement:
Responsibilities
• Renewal Management Expertise: Develop comprehensive understanding of renewal processes, negotiation strategies, and customer lifecycle management across diverse customer segments and product lines • Renewal Management Expertise: • Customer Relationship Development: Build experience managing sensitive customer conversations and maintaining long-term relationships with key stakeholders and decision makers • Customer Relationship Development: • Cross-Functional Collaboration Skills: Work closely with Sales, Customer Success, Finance, and Services teams to develop strong internal partnership and communication capabilities • 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 • In your first year as a Renewal Manager, your success will be defined by achieving the following milestones: • 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
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