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Director of Renewal Operations
hace 2 meses
We are seeking a highly skilled and experienced professional to join our team as a Director of Renewal Operations. This is a pivotal leadership position that requires strategic thinking, exceptional organizational, leadership, negotiation, and customer-centric skills.
Key Responsibilities- Lead and develop a high-performance global team responsible for directing all renewal efforts, minimizing churn, and maintaining accurate forecasting.
- Oversee the day-to-day operations and the timely completion of negotiations, renewals, and upselling opportunities.
- Develop and implement customer outreach, retention, and satisfaction programs.
- Drive multi-year renewals with added value to customers.
- Engage with cross-functional teams, including Legal, Finance, Customer Success, and Sales, on the execution of complex and unique contract renewals.
- 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 across segments and geographies.
- Collaborate with Sales and Customer Success leaders on strategic initiatives to improve overall customer health and protect annual recurring revenue.
- Maintain accurate forecasts 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 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.
- 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.
