Senior Renewals Manager

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Job Category

Customer Success Group

Job Details

The Renewal Manager is responsible for owning and executing a large portfolio of renewal contracts in an assigned territory.  Senior Renewal Managers are responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success & Growth (CSG) organizations to secure every renewal. They are responsible for minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and passing their findings and insights back to the business. Senior Renewal Managers are responsible for ensuring that their customers are set up for success while maximizing the financial results for Salesforce.

Responsibilities:

• Develop and execute win/win negotiation strategies for medium and large account contract renewals that maximize contract value while protecting and enhancing customer trust.
• Partner with Account Executives to fully understand and develop a clear renewal strategy for each customer based on data driven decisions 
• Maximize account growth opportunities by playing an collaborative role on the account team and helping to drive incremental opportunities upon contract renewal. Own, drive and manage the renewals process in collaboration with the account team.
• Collaborate with internal resources such as Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, Legal, and Sales and Revenue Operations to develop comprehensive 'win' strategies
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
• Provide executive management with complete visibility to renewals and solicit executive involvement as required.
• Accurately maintain/update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated in order to develop resolution strategies .
• Follow and adhere to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
• Adopt new initiatives and programs pro-actively and act as a subject matter expert and mentor to other members of the extended team and achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons
• Engage in strategic account planning with key stakeholders at AVP, RVP level to ensure accountability across teams. Acts as a Renewals brand ambassador.

Required Skills/Experience:

• Relevant experience of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.
• Strong negotiation and objection handling skills that allow for value-based contract negotiations at the CXO level.
• Strong process management, financial acumen, and adherence to policy
• Strong customer management skills, including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers
• Ability to react and adapt to potential rapid shifts in priorities and organizational policies

Desired Skills/Experience:

• Knowledge of salesforce.com product and platform features, capabilities, and best use
• Experience negotiating complex multi-year services contracts.
• Experience with enterprise CRM or customer service application, particularly salesforce.com
• Ability to manage transactions through different stages using technology.
• Experience negotiating complex multi-year services contracts
• Willingness and desire to take on additional tasks or pilot projects that are beneficial to the department or to the organization
• Completion of a negotiation skills course would be an asset

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.

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