Manager, Customer Retention and Renewal Sales

Your Impact:

• Accountable for the retention of recurring annual revenue for the Core IT business unit.
• Leading the renewals team to drive customer retention, growth, and revenue by securing renewals, assisting with upgrades and identifying expansion opportunities.
• Working with global customers daily to identify and resolve concerns.
• Using NetSuite, Salesforce CRM and Tableau scorecard data as a management productivity tool to measure and monitor daily activity to drive the business such as phone calls, account touches, expected follow-up dates with customer and proper pipeline staging. Be able to monitor where the reps are tracking from an attainment standpoint and create proper GAP plans if forecasting short of target.
• Providing timely and accurate forecasts to the Directors and VPs of North America Core IT.
• Effectively leading the Core IT team, you manage within the renewal organization through real- time feedback training, development, and daily goal/objective setting.
• Working closely with other cross-functional management teams in sales, marketing, product, finance operations, collections, customer service, and support.
• Executing appropriate internal and external processes.
• Handle escalations from your team and demonstrate ability to win-back customers.
• .Understand team’s pipeline down a per-deal level

Core Competencies

• Must possess strong leadership skills and the ability to build and motivate to ensure both short- and long-term goals, objectives and quotas
• Ability to understand sales numbers and manage to daily metrics
• Ability to quickly resolve customer concerns
• Ability to understand and communicate business concepts
• Ability to adapt to changing business issues and requirements
• Fluent in English in both verbal and written

Your Experience:

• Minimum of 4 years in a quota carrying role with demonstrated achievement
• Minimum of 5 years management experience either in sales, customer retention, or customer service
• Ability to lead, motivate and execute with a team of customer retention resources
• Proven ability to recruit, train and scale against aggressive growth targets and a rapidly growing customer base
• Demonstrated ability to work in a fast paced, ever changing environment
• Experienced in the software industry with knowledge of different licensing models, including on-premises, subscription, and SaaS