Associate Renewals Manager (Global Renewals Team)

Description

The Associate Renewal Manager (Global Renewals Team), is responsible for managing the renewals queue, which includes triaging and resolving renewals related requests. This role necessitates collaboration with the Sales, Customer Success, and Finance departments to address inquiries and maintain a high level of customer satisfaction. Furthermore, the Renewal Manager(GRT) is tasked with identifying opportunities for process improvements, stakeholder management, mitigating financial attrition, negotiating favorable terms, and managing contract modifications. The overarching objective of this position is to optimize customer retention and enhance financial outcomes for Salesforce.

Responsibilities

Renewals Request Management : Oversee the renewals queue, ensuring all renewal requests are accurately categorized, prioritized, and assigned

Stakeholder Communication : Maintain clear communication with Sales, Customer Success, and Finance teams, providing regular updates on renewal cases

Customer Interaction : Manage renewal inquiries and issues, aiming for high customer satisfaction, SLA adherence, accurate resolution, minimized attrition, and favorable terms

Contractual Administration : Handle tasks such as contract merging, account name changes, and updating billing contacts

Renewal Tracking : Track renewal changes to desired outcomes, including extensions, internal case logging, and quote creation

Process Optimization : Identify trends and recommend improvements to enhance renewals process efficiency

Reporting : Generate and analyze performance reports, providing insights and recommendations for continuous improvement

Collaboration : Work with cross-functional teams to resolve complex renewal cases and improve the renewals process

Best Practices Adherence : Follow best practices for internal processes, including Opportunity Management, Data Quality, Quotations, case queue hygiene, status updates, and SLA requirements

Required Skills / Experience

2+ years of demonstrated success in a Sales, Operations, or Account Management capacity with a focus on negotiating contracts

Strong written communication skills

Possess negotiation skills that allow for value-based contract negotiations with customer billing contact

Strong process management and ability to manage a high volume of transactions and tasks. Customer management experience

Bachelor's Degree

Desired Skills / Experience

Knowledge of salesforce.com product and platform features, capabilities, and best use

Experience with an enterprise CRM or customer service application. Experience with salesforce.com a significant plus.

Ability to manage transactions through every stage

Leadership Qualities

PASSION : Passionate about Customer Success

BEGINNERS MIND : Always learning, approaches each interaction with open mind, great listener and hands-on

URGENCY : Ability to move fast and drive business value and results

OHANA : Embodies Aloha culture : A team player that everyone enjoys working with and has a generous heart

TRUST : Trust the company's core values

ADAPTABLE : Excels in high levels of uncertainty and change

About Salesforce

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas : a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's 'World's Most Innovative Company' five years in a row and one of Fortune's '100 Best Companies to Work For' eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for 'family') made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Skills Required

Salesforce.com, Process Management, Contract Negotiation