Renewals Manager

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Job Category

Customer Success Group

Job Details

Department Description:

The Renewals Team is responsible for managing and forecasting the entire book of renewals business. They forecast and track renewals trends and highlight adoption issues for the company.

The Renewals team partners with sales, customer success manager and support to execute retention strategy. They are responsible for conducting account review, risk assessment and due diligence while developing a renewal strategy. Renewal team members take ownership and maintenance of all renewal opportunities (direct customers and indirect through resellers), forecasting, negotiation, generate upsell/cross sell opportunities, engaging internal resources and closing renewals prior to contract expiration.

Role Description:

As a Renewals Manager you start to handle a large number of renewals. Volume of contracts managed each month tends to be around 50~60 (for Enterprise, Mid Market), 100~150 (for Small Market) and 150~200 (for Reseller’s customers). You own driving the renewal to completion. You partner with the account team and develop a renewals strategy for every customer. You build quotes, review contract terms, negotiate pricing, look for up-sell opportunities, and handle objections. It is also needed to plan how to improve the current operation process and execute it collaborating with the partners.

You will be measured on renewal rate, contract term length, and AOV (Annual Order Value) growth of your renewals and ability to negotiate favorable terms.

Responsibility:

• Drive all managed renewals thoroughly in assigned territory by identify risk as early as possible as well as generating revenue growth opportunity via add-on, upsell, upgrade, price adjustment (working location is Japan Tokyo Office)
• Achieve or exceed monthly renewal targets and provide senior management with an accurate forecast and risk analysis of all assigned accounts
• Develop and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing the customer relationship
• Collaborate with Reseller companies to manage indirect sales customers for reseller renewals
• Build strong working relationships across Sales and Customer Success Group Leadership
• Closely monitor at risk accounts. Work with Customer Success, Support, and Services leadership to resolve customer issues and help remove barriers for the team
• Serve as point of escalation for critical customer issues; provide summary of the overall ‘health’ of the account and use of our services
• Answer customer questions and successfully negotiate issues related to renewal contracts
• Attend and lead monthly regional calls to discuss renewal forecast, top renewals, at risk accounts (if required)
• Help develop and educate renewal best practices across the team
• Maximize account growth opportunities by playing an active role on the account team and helping to identify upsell/cross-sell opportunities upon contract renewal
• Own, drive and manage the renewals process in collaboration with the account team
• Work with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc…) to develop comprehensive 'win' strategies for renewals
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
• Provide executive management with complete visibility to renewals and solicit executive involvement as required.
• Communicate risk clearly and take the lead in developing resolution strategies
• Accurately maintain a rolling 90 day forecast of renewals of your territory

Required Skills/ Experience:

• High-level fluency in Japanese language (speaking, reading, writing, listening)
• Excellent verbal and written English communication skills (TOEIC 730+ )
• 3 years or relative experience or sales/account and/or renewal management experience from a software or SI/solution Selling industry are preferable.
• Vast knowledge or experience of Business Application (CRM/SFA/MA experience as user/sales is preferable)
• Fundamental understanding of salesforce.com product solutions
• Strong organizational skills with the ability to manage multiple projects simultaneously
• Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others
• Strong negotiation skills that allow for value-based contract negotiations 
• Knowledge of restructuring contract term and condition relating legal, finance and billing
• Excellent computer skills (Excel, Word, PowerPoint, Google Apps)
• Degree or Relevant Work Experience Preferred

Leadership Qualities:

• PASSION: Passionate about Customer Success
• BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
• LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships
• TEAM PLAYER: Proficient at collaboration and working with members of a team
• 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

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