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Director of Renewal Operations
hace 2 meses
Board is seeking a seasoned professional to lead our global renewal operations team. As a key member of our leadership team, you will be responsible for developing and executing strategies to drive customer retention and revenue growth.
Key Responsibilities- Lead a team of 5 Renewal Managers to deliver on renewal efforts, minimize churn, and maintain accurate forecasting.
- Develop and implement customer outreach, retention, and satisfaction programs to enhance customer relationships.
- Collaborate with cross-functional teams to deliver business value and drive multi-year renewals with added value to customers.
- Design and implement plays and programs that capitalize on opportunities, addressing risk by category, segment, and leader.
- Enhance operational cadences that drive long-term customer retention and provide insights into core retention metrics.
- Collaborate with Sales and Customer Success leaders on strategic initiatives to improve overall customer health and protect annual recurring revenue.
- Maintain accurate forecast to track and report upcoming renewals and revenue at risk.
- Coordinate the development and enhancement of dashboards and the delivery of renewal reports and intelligence to stakeholders.
- Establish effective onboarding, training, and enablement for team members, focused on the development and reinforcement of critical renewal competencies.
- Meet and consistently exceed customer renewal and retention targets.
- Develop strong partnerships across multiple functions, internally and externally.
- Be the escalation point of contact for all renewal activities.
- Develop a high-performance team; coach and mentor employees.
- Oversee team's adherence to data hygiene and accuracy, as well as compliance practices.
- Define and implement SMART team goals; prioritize work, and create an environment that fosters collaboration, trust, and respect.
- 7+ years of Customer Success experience with at least 3 years in leadership of a high-growth, customer-facing team within a SaaS company.
- Ideally, 3+ years leading renewal operations.
- Team management experience – managing a team of 5 people as a minimum.
- Proven experience supporting Customer Success strategy, organizational design, methodology, and performance management.
- Strong leadership, mentoring, negotiation, communication, analytical, and problem-solving skills.
- Experience with software development tools, practices, and methodologies.
- Expertise with ordering and contract management systems, tools, and processes.
- Knowledge and experience in multi-dimensional planning software, preferably Board but may also include Anaplan, One Stream, Pigment, IBM, SAP, etc.
- Passion for data accuracy, analytics, process optimization, and reporting; possessing the ability to identify systemic risk, issues, trends, and opportunities.
- Ability to deliver and facilitate knowledge transfer, both in-person and virtually, across a globally diverse team.
- Extensive financial management knowledge, including budgeting, forecasting, profit and loss, and cash-flow management.
- Demonstrated success with cross-functional coordination, including planning, execution tracking, and decision-making.
- Excellent interpersonal skills with the ability to build and maintain relationships with customers around the globe, at all levels in the organization.
- Experience with go-to-market strategies.
- Ability to work under pressure, take accountability for business challenges, think strategically, and find solutions to complex problems.
- Proactive, self-driven, and motivated leader, with high-level energy, initiative, and enthusiasm.
- Proven track record of meeting and exceeding financial targets.
- Fluent in English, both written and verbal.
- Proficiency in Salesforce and Microsoft Office Suite.
- Ability to travel, if needed.
