What are the responsibilities and job description for the Renewals Manager, US Public Sector position at GitLab?
We are looking for an experienced and highly motivated Renewal Manager to join our US Public Sector team with a focus on successfully managing our customers' existing renewable business. Your primary focus will be on retention, with a secondary focus on growth. Renewals managers are a hybrid role - managing the renewal "sale" and the renewal process. They sit at the intersection of customer success and sales. The ideal candidate will drive retention and customer loyalty, and help foster customer relationships. This will be the point of contact for assigned renewal customers that will negotiate and close renewals.
You will be required to demonstrate solution-selling skills and effectively manage internal relationships with the Sales and Customer Success teams to ensure complete customer adoption and satisfaction
What you will do
- Work with GitLab (Account Executives and Customer Success Managers) to maintain and expand customer adoption
- Build rapport with customers via phone conversations and professional email correspondence
- Leveraging a renewal framework, you will focus on seeking, mitigating and forecasting renewal risk.
- Drive the subscription renewal process from outreach, quote to final procurement
- Accurately forecast opportunities via our SalesForce reports
- Monitor and report renewal activity within Salesforce.com
- Handle customer renewals to prevent contractual gaps
- Escalate customer questions and issues to the appropriate support teams and oversee the project through to conclusion
- Ensure customer issues are acknowledged and resolved within 24 hours
What you will bring
- At least 3 years of experience in a customer-facing, B2B, leading customer retention and adoption of a SaaS product for complex accounts/territories.
- Advanced multitasking and organizational skills
- Advanced ability to prioritize tasks and work independently
- Proven ability to integrate knowledge across disciplines to include relationship management, consultative selling, product demonstrations, closing contracts, operation/process flow, and product function
- Relevant experience to include selling IT solutions, software, and US Federal IT industry
- Demonstrated success in a Renewal Account Management or Customer Success capacity.
- Advanced proficiency with contract renewal processes.
- Experience selling or managing accounts in US Federal SaaS/technology space a plus
About the team
GitLab Public Sector
Government agencies strive to serve the public by providing optimal experiences to their communities. One way to do this is a successful digital transformation ensuring software is secure, manual processes are minimized, and there is collaboration between teams and vendors.
GitLab supports your digital transformation because it is secure by design, reduces manual processes, and empowers collaboration to provide a positive civilian experience.
GitLab, The One DevSecOps platform, is for software users in government agencies, enabling them to deliver secure software faster, automate software factory deployment, and empower collaboration to serve the public - securing the speed to mission.
How GitLab will support you
- Benefits to support your health, finances, and well-being
- All remote, asynchronous work environment
- Flexible Paid Time Off
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.
Compensation
To view the full job description and its compensation calculator, view our handbook. The compensation calculator can be found towards the bottom of the page.
Additional details about our process can be found on our hiring page.
Salary : $59,500 - $105,000