Renewals Manager

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Job Category
Customer Success
Job Details
About Salesforce
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The Experience
The Renewals Team is responsible for managing and forecasting the entire book of renewals business. They forecast and track renewals trends and highlight adoption issues for the company.
The Renewals team partners with sales, customer success manager and support to execute retention strategy. They are responsible for conducting account review, risk assessment and due diligence while developing a renewal strategy. Renewal team members take ownership and maintenance of all renewal opportunities (direct customers and indirect through resellers), forecasting, negotiation, generate upsell/cross sell opportunities, engaging internal resources and closing renewals prior to contract expiration.
As a Scale Renewals Manager you start to handle a large number of renewals. Volume of contracts managed each month tends to be around 50 ~ 100(depends on assigned territory) for Direct and Reseller’s customers in Japan, Korea and Taiwan. You own driving the renewal to completion. You partner with the account team and develop a renewals strategy for every customer. You build quotes, review contract terms, negotiate pricing, look for up-sell opportunities, and handle objections. It is also needed to plan how to improve the current operation process and manage some contractors or outsource partners who are doing renewal management for small size of contracts .
You will be measured on renewal rate, contract term length, and KSO (Key Strategic Objectives) driving specific sales goals of your renewals and ability to negotiate favorable terms.
What You'll Actually Be Doing
Drive all managed renewals thoroughly in assigned territory by identify risk as early as possible as well as generating revenue growth opportunity via add-on, upsell, upgrade, price adjustment (working location is Japan Tokyo Office)
Achieve or exceed monthly renewal targets and provide senior management with an accurate forecast and risk analysis of all assigned accounts
Develop and execute win/win negotiation strategies for contract renewals that maximize contract value while protecting and enhancing the customer relationship
Build strong working relationships across Sales and Customer Success Group Leadership
Closely monitor at risk accounts. Work with Customer Success, Support, and Services leadership to resolve customer issues and help remove barriers for the team
Serve as point of escalation for critical customer issues; provide summary of the overall ‘health’ of the account and use of our services
Answer customer questions and successfully negotiate issues related to renewal contracts
Attend and lead monthly regional calls to discuss renewal forecast, top renewals, at risk accounts (if required)
Managing some contractors or outsource partners to deal with high transaction volume customers.
Help develop and educate renewal best practices across the team
Maximize account growth opportunities by playing an active role on the account team and helping to identify upsell/cross-sell opportunities upon contract renewal
Own, drive and manage the renewals process in collaboration with the account team
Work with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc…) to develop comprehensive ‘win’ strategies for renewals
Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure
Communicate risk clearly and take the lead in developing resolution strategies
Accurately maintain a rolling 180 day weekly forecast of renewals of your territory
You're Our Person If...
High-level fluency in Japanese language (speaking, reading, writing, listening)
High-level fluency in Korean or Chinese language (speaking, reading, writing, listening)
Excellent verbal and written English communication skills (TOEIC 730+ )
3 years or relative experience or sales/account and/or renewal management experience from a software or SI/solution Selling industry are preferable.
Vast knowledge or experience of Business Application (CRM/SFA/MA experience as user/sales is preferable)
Fundamental understanding of Salesforce product solutions
Strong organizational skills with the ability to manage multiple projects simultaneously
Considerable interpersonal skills are mandatory, including the ability to establish and maintain effective working relationships with others
Strong negotiation skills that allow for value-based contract negotiations
Knowledge of restructuring contract term and condition relating legal, finance and billing
Excellent computer skills (Excel, Word, PowerPoint, Google Apps)
Degree or Relevant Work Experience Preferred
Leadership Qualities
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
LEADERSHIP: Self-aware and strategic thinker; proficient at building strong relationships
TEAM PLAYER: Proficient at collaboration and working with members of a team
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
Unleash Your Potential
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