Renewal Manager (Remote)

Datacor is a leading provider of ERP & CRM software for the process manufacturing and chemical distribution industries that helps professionals maximize productivity, use data as a competitive advantage, and drive smarter business growth. By serving as a partner in business improvement, we help modern businesses optimize operations and better serve their customers.

The Role:

As a Renewal Manager you will be responsible for owning and handling all customer renewals across Datacor. You will communicate and work directly with customers and internal stakeholders such as Sales, Finance, Customer Success, and Services to ensure successful execution of renewals and resolution of customer inquiries. You will have the opportunity to scale renewal processes from the ground up and develop a playbook for executing customer renewals end-to-end and identifying growth opportunities. You will be responsible for managing a high volume of account-related tasks and inquiries centered on maximizing customer investment with the Datacor platform.

Duties/Responsibilities:

· Develop and execute varying negotiation strategies for customers of different size / segments / business units to maximize contract value while empathizing with customers’ situations and protecting and enhancing customer trust

· Communicate directly with customers to accurately resolve a high volume of renewals/inquiries in a timely manner while providing exceptional customer service by collaborating with Customer Success, Support/Services, and Finance

· Maximize account growth opportunities by collaborating with Customer Success and Sales

· Contribute to scaling the Renewal team by providing feedback, piloting new processes, and developing playbooks for successfully executing renewals

· Identify customer requirements, uncover roadblocks, escalate pain-points, and demonstrate strong account management and commercial capabilities to drive renewal to on-time resolution

· Provide executive management with complete visibility to renewals and solicit executive involvement as required

· Solve complex billing issues that require extensive analysis while moving through different scenarios and systems

· Accurately maintain/update a rolling 120-day renewal forecast and communicate any renewal risk to internal resources in order to develop resolution strategies

· Develop best practices for all internal processes including, but not limited to, opportunity management, data quality and accuracy, quotations and forecasting

· Achieve financial and strategic goals for minimizing attrition, positioning favorable terms, and boosting incremental growth via up-sells, cross-sells and add-ons

Key Objectives:

Within the first year, a successful Renewal Manager will:

· Develop a keen understanding of Datacor’s products and value proposition to customers and positioning in our industry

· Develop a good understanding of B2B enterprise software/SaaS industry and commonly used terminology and concepts

· Learn, develop, and execute negotiation strategies to handle and own all customer renewals across Datacor and identified business units to help achieve business objectives while enhancing customer trust and minimizing churn

· Develop and maintain renewal forecast dashboards and KPIs to track renewal resolutions

· Develop relationships with internal stakeholders and collaborate across teams and silos to achieve renewal objectives and assist customers in the resolution of their inquiries

Qualifications:

· Experience working in Account Management, Renewals, or Customer Success in a B2B enterprise software environment; direct renewal experience preferred

· Strong customer management and clear communication skills with the ability to effectively lead sensitive customer conversations over call and email

· Seek to understand and empathize with multiple perspectives in a situation

· Have healthy negotiation and interpersonal problem-solving skills

· Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level while empathizing with customers and their unique situations

· Strong process management, financial acumen, and ability to apply strict policies

· Ability to react and adapt to potential rapid shifts in priorities and organizational policies

· Able to understand technical concepts and communicate that to internal and customer stakeholders across all levels

· Ability to problem solve and excel in high levels of uncertainty and change or ambiguity

· 4-year college degre