Renewal Manager

The Renewal Manager partners with Customer Success, Sales, and Sales Operations in securing subscription renewals with CallMiner’s customers. The Renewal Manager is an experienced professional with an understanding of the SaaS space and will serve as an extended member of the account team to bring renewals to a successful outcome. This role is responsible for orchestrating the Renewals process, from initiating renewal opportunities, to facilitating planning and strategy, to delivering and negotiating Quotes and Proposals directly with customers. The Renewal Manager maintains a broad level of knowledge of processes, products, and financial guidelines and plays a pivotal role in driving renewal execution. This role interacts with customers as they make their purchasing decision and is successful in achieving our mutual commercial renewal goals. The Renewal Manager promotes best practices around renewals and continually optimizes the process.

Primary Responsibilities

• Lead the process for each respective renewal to ensure renewal subscriptions are managed to a successful on-time closure (target 80% of renewals closed >30 days before term end date).
• Coordinate with CallMiner’s Deal Desk Analyst to initiate each renewal via an opportunity within Salesforce and to coordinate contract research to identify any contractual and pricing obligations to be included in the renewal.
• Review customer requirements and align the renewal plan to customer’s needs, making recommendations for additional products and services, where appropriate.
• Function as the bridge between Customer Success, Sales, and Finance. Initiate each renewal with an internal kickoff and orchestrate collaborative sessions with the CS and Sales team to review account health, growth opportunities, and overall renewal strategy.
• Contact customers directly to negotiate renewal and to refine execution in relation to each renewal. Address any customer commercial questions and/or concerns through customer engagements throughout the renewal cycle.
• Collaborate with internal colleagues to drive renewal closure ahead of each Customer’s subscription term. Communicate effectively, offer solutions, and overcome obstacles.
• Liaise with CallMiner’s Deal Desk Analyst to facilitate renewal management, including progress and financial updates within the Renewal Opportunity in Salesforce.
• Partner with Finance and CS Leadership to drive financial reporting and forecasting and to identify trends for which retention rates may be enhanced.
• Achieve the desired goals, including renewal rates within targeted timeframes.
• Document related processes and procedures, continually optimizing the process and educating the team.
• Perform other duties as assigned.

Requirements

Required Skills

• Bachelor’s degree or equivalent in a numerate, technical, or business discipline. Some technical sales experience, with a proven track record may also qualify the candidate.
• Minimum 5+ years’ experience in a similar/related function (e.g., Technology Inside Sales, Sales Management, Sales Operations, Services Renewals Sales/Operations).
• Proven ability to successfully lead and negotiate renewals with high gross retention and predictability.
• Highly skilled at selling and closing techniques with an increasingly strong understanding of CallMiner’s offerings.
• Demonstrated aptitude to manage and mitigate churn effectively and creatively with minimum supervision.
• Excellent communicator with strong written and verbal communication.
• Influencing skills to engage internal resources to gather required data and help with account planning.
• Effective communication skills with a proven track record of effectively interfacing with cross - functional departments.
• Ability to actively cultivate and develop relationships with colleagues and customers with a balance of assertiveness and an ability to listen and understand.
• Ability to maintain a calm demeanor in a high pressure, fast-paced environment with changing priorities and direction.
• Ability to problem solve and to think outside of the box to achieve company goals.
• Ownership mentality to continually seek ways to learn and improve and take action to affect positive change.
• Attention to detail with consistent high level of accuracy.
• Maintain a deep expertise in Salesforce to manage the quarterly renewal forecasting and pipeline from week to week.
• Knowledge of and proficiency with a renewal process in a SaaS environment.

Preferred Skills

• A Bachelor’s degree.
• Prior ownership of a Renewal strategy in a SaaS environment.
• Proficiency with contract management systems and/or CPQ tools.
• Proficiency with Gainsight.

Benefits

About CallMiner

CallMiner is the global leader in conversation intelligence. Powered by AI (Artificial Intelligence) and ML (Machine Learning), CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale. We help our customers to connect the dots between insights and action, enabling them to identify areas of opportunity to drive business improvement, growth, and transformational change across their organization. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel, and hospitality, and more.

Forrester named CallMiner as the leader in conversational intelligence in the Forrester Wave: Conversation Intelligence for Customer Service, Q3 2023 report.

CallMiner's core set of values – from teamwork and ownership to success and joy – serve as a touchstone for what we strive to create in a workplace culture and weave through everything we do as a company. We believe that by building a team of brilliant, inspired people, we can truly accomplish amazing things together. We are committed to providing an inclusive and equitable workplace where everyone feels accepted, valued, and understood.

Our strong commitment to a positive workplace has earned us the recognition of a 2022 Top Place to Work by Boston Globe and a 2022 Top Workplace USA by Energage.

Benefits + Perks

At CallMiner, we believe having a work-life balance is key to being able to deliver your best every day. We strive to offer a well-rounded and generous benefits package designed to provide coverage options and flexibility to meet both individual and family needs. This includes quality medical, dental and vision benefits, life and disability insurance, reimbursement programs for both fitness and tuition, 401k matching, generous PTO (Paid Time Off) including an annual volunteer day, paid maternity and parental leave, commuter benefits and more.

We are an Equal Opportunity Employer that does not discriminate based on actual or perceived race, creed, color, religion, ancestry, disability, sexual orientation, marital status, veteran status, gender identity, or any other characteristic protected by applicable federal, state, or local laws.