Description
The Associate Renewal Manager (Global Renewals Team), is responsible for managing the renewals queue, which includes triaging and resolving renewals related requests. This role necessitates collaboration with the Sales, Customer Success, and Finance departments to address inquiries and maintain a high level of customer satisfaction. Furthermore, the Associate Renewal Manager (GRT) is tasked with identifying opportunities for mitigating financial attrition, negotiating favorable terms, managing contract modifications, stakeholder management and process improvements. The overarching objective of this position is to optimize customer retention and enhance financial outcomes for Salesforce.
Responsibilities:
Renewals Request Management: Oversee the renewals queue, ensuring all renewal requests are accurately categorized, prioritized, and assigned
Stakeholder Communication: Maintain clear communication with Sales, Customer Success, and Finance teams, providing regular updates on renewal cases
Customer Interaction: Manage renewal inquiries and issues, aiming for high customer satisfaction, SLA adherence, accurate resolution, minimized attrition, and favorable terms
Contractual Administration: Handle tasks such as contract merging, account name changes, and updating billing contacts
Renewal Tracking: Track renewal changes to desired outcomes, including extensions, internal case logging, and quote creation
Process Optimization: Identify trends and recommend improvements to enhance renewals process efficiency
Reporting: Generate and analyze performance reports, providing insights and recommendations for continuous improvement
Collaboration: Work with cross-functional teams to resolve complex renewal cases and improve the renewals process
Best Practices Adherence: Follow best practices for internal processes, including Opportunity Management, Data Quality, Quotations, case queue hygiene, status updates, and SLA requirements
Required Skills/Experience:
2+ years of demonstrated success in a Sales, Operations, or Account Management capacity with a focus on negotiating contracts
Strong written & verbal communication skills
Possess negotiation skills that allow for value-based contract negotiations with customer billing contact
Strong process management and ability to manage a high volume of transactions and tasks. Customer management experience
Bachelor's Degree
Desired Skills/Experience:
Knowledge of salesforce.com product and platform features, capabilities, and best use
Experience with an enterprise CRM or customer service application. Experience with salesforce.com a significant plus.
Ability to manage transactions through every stage
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.