KnowBe4 - Renewal Specialist Manager (APJ) (Position located in Singapore)
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Requirements
• A university graduate (any discipline) with some exposure to customer environments in past work experience. • 3+ years’ experience as a people manager within a Sales, Finance, Renewals, Operations, or relevant role. • Renewal experience preferred. • Interested in IT and emerging technologies. • High level of administrative skills. • Good at building customer relationships. • Self-motivated, reliable, and able to work on own initiative and in a team. • First-class communication skills, written and oral, are essential. • Computer literate - able to produce letters, e-mails, and reports. • Positive, self-motivated, and proactive. • Energetic, enthusiastic, and target motivated. • Drive and initiative
Responsibilities
• Managing the APJ renewals team, book of business, reporting, and processes. • Drive processes for Renewal Specialist teams to coordinate with CSMs to strategize on renewals and applicable upsells for their customers to maximize bookings • Support pricing strategies that meet the Company’s standards, policies, and procedures • Required to work with the global sales team and channel network to ensure we are quoting renewals on time and retaining existing business, managing the 90-day renewals pipeline, and maintaining a company-set target retention rate. • Dependable knowledge base and point of escalation for all topics Commercial, Contractual, or Process relating to Retaining and Renewing Customers. • Participate in regular Churn QBRs, Forecasts, and discussions with SVP Global Renewals and customer-facing teams to deliver insights on Product churn, highlighting potential customer/market trends to develop business strategies and improve product development and CS enablement. • Required to create and own best practices within Renewals and deliver enablement to Renewals, Account Services, Channel, Legal, and Finance teams, with a specialty in delivering CPQ/Licensing training. CPQ, Licensing, Cloud Framework, and MSA Specialist. • Attend Customer Account Reviews/Health checks alongside Account Services as the expert on Renewal commercials, Risk Mitigation, and Contract Negotiations when required. • Responsible for creating and improving company Dashboards and Reports on all topics of Retention, Risk, and Renewals Pipeline. • Manage weekly pipeline reviews with Renewal Specialists and meet regularly with RevOps and SVP Global Renewals to strategize and review • Streamline and enhance existing CRM processes to improve Renewals' best practices and support Sales Operations and Enablement. • Develop and groom a high performing Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets • Develop and manage Personal Success Plans for Renewal Specialists that are underperforming and need improvement • Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight
Benefits
• We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits. • Note: An applicant assessment and background check may be part of your hiring procedure. • Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation. • No recruitment agencies, please.
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