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Director of Renewal Operations
hace 2 meses
Board International is seeking a seasoned professional to fill the role of Director of Renewal Operations. This position is responsible for leading a team of Renewal Managers in delivering high-quality contract renewals, upselling, and cross-selling opportunities.
Key Responsibilities- Team Leadership: Direct and manage a team of 5 Renewal Managers to achieve renewal and retention targets.
- Renewal Process Improvement: Develop and implement efficient renewal processes, policies, and procedures to drive long-term customer retention.
- Customer Engagement: Collaborate with cross-functional teams, including Sales, Customer Success, and Legal, to drive multi-year renewals with added value to customers.
- Forecasting and Reporting: Maintain accurate forecasts and reports to track and measure upcoming renewals.
- Operational Excellence: Establish effective onboarding, training, and enablement programs for team members.
- Customer Retention: Meet and exceed customer renewal and retention targets.
- Partnership Development: Foster strong partnerships across multiple functions to drive business growth.
- Compliance and Data Hygiene: Oversee team's adherence to data hygiene and compliance practices.
- Goal Setting: Define and implement SMART team goals.
- 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.
- 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.
- Knowledge and experience in multi-dimensional planning software.
- Passion for data accuracy, analytics, process optimization, and reporting.
- Ability to deliver and facilitate knowledge transfer across a globally diverse team.
- Extensive financial management knowledge.
- Fluent in English, both written and verbal.
- Proficiency in Salesforce and Microsoft Office Suite.
- Ability to travel, if needed.
Board International is committed to fostering a diverse and inclusive work environment where all employees feel valued and respected. We believe that diversity and inclusion are essential to driving business success and creating a positive impact on our customers and communities.
