Director of Renewal Operations

hace 4 semanas


Madrid, Madrid, España Board A tiempo completo


Board is seeking a dynamic and results-driven Director of Renewal Operations to lead and develop a high-performance global team in Madrid, Spain.

This pivotal, customer-facing leadership position reports to the Head of Customer Success Operations and is responsible for directing all renewal efforts, minimizing churn, and maintaining accurate forecasting.

The ideal candidate will oversee the day-to-day operations and the timely completion of negotiations, renewals, and upselling opportunities, requiring strategic thinking, exceptional organizational, leadership, negotiation, and customer-centric skills.

Key Responsibilities:

  • Run a team of 5 Renewal Managers to deliver on below responsibilities.
  • Direct programs for on-time contract renewal, including working with Sales on upsell and cross-sell opportunities.
  • Document and continuously improve renewal policies, processes, and procedures, and collaborate with other leaders for cross-functional process optimization and automation opportunities.
  • Drive multi-year renewals with added value to customers.
  • Engage with Legal, Finance, Customer Success, Sales, and other teams on the execution of complex and unique contract renewals.
  • Design 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 the core set of retention metrics (including trends, business priorities, and corrective steps to rectify gaps) across segments and geographies to improve Board renewal targets.
  • Collaborate with Sales and Customer Success leaders on strategic initiatives to improve overall customer health to protect annual recurring revenue and enhance customer satisfaction.
  • Maintain accurate forecast to track and report upcoming renewals and revenue at risk.
  • Work closely with Customer Success leaders to drive target achievement.
  • Coordinate the development and enhancement of dashboards (using Salesforce and internal tools) and the delivery of renewal reports and other intelligence to stakeholders.
  • Ensure global renewal initiatives and programs are communicated, aligned, implemented, and measured, for bi-directional knowledge sharing.


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