Postes à Surrey, Canada

Our client is a pioneer in the CRM space, is seeking a Manager, Renewals who will be responsible for the retention and growth of their customer base. A blend of both Customer Success and Account Management, this role requires a balanced approach of proactive business development and creative problem solving to meet/exceed revenue targets.

Primary Duty / Objective:

Meet and exceed renewal revenue targets for all accounts in North America and Australia by:

• Ensuring ongoing renewal attainment
• Reducing churn and downgrades
• Identifying and closing expansion opportunities

Supporting Tasks and Activities:

• Key Account Management
  • Act as primary point of contact on all Key Accounts engaging various internal teams to ensure time resolution of requests and project delivery
  • Provide training and guidance for clients to drive value received from their CRM solution.
  • Proactively contact clients based on cadence determined by customer life-cycle.
  • Conduct Account Review meetings and leverage solution-based selling to identify and close new revenue opportunities.
  • Craft and present Executive Business Reviews to clients communicating value delivery and identify areas to increase adoption.
  • Own the renewals process including the negotiation of win/win renewal agreements for small and medium sized companies.
  • Leverage qualitative and quantitative data for prospecting revenue opportunities and identifying churn risks within their territory.
  • Maintain thorough understanding of renewal and expansion pipeline and provide 90-day revolving forecast.

• Renewal Portfolio Performance
  • Act as subject knowledge expert for internal and external questions pertaining to:
    • Current and historical agreement term and conditions
    • Current and historical products and rate plans
    • Renewal policy, procedures and documentation
  • Managing direct reports
    • Provide Coaching and training on sales best practices to develop team
    • Handle client escalations when necessary
    • Monitor revenue performance and in-act course correcting strategies to ensure individual and team revenue targets are attained.
    • Resolving conflicts and disagreements
    • Creating tools, process, and procedures to support team in their objectives
  • Support the NNL Sales team through:
    • Providing existing customer industry data / information to support sales efforts
  • Support sales strategy creation, new systems implementation, financial budgeting / forecasting and providing customer feedback for product direction
  • Support Business Partners in Key Account renewal and expansion conversations

• Other Activities
  • Design and implement policy, procedures, systems and KPIs to streamline operations and revenue generating activities
  • Aggregate and present renewal performance data on a monthly, quarterly and annual basis to senior Management team
  • Monitor the book of business performance on an on-going basis to identify and mitigate any potential revenue risks
  • Analyze data sets to produce and produce ad-hoc reports for strategy decisions
  • Supporting VP, sales on various projects and initiatives when needed

• University degree or comparable work experience
• 7+ years B2B Account Management Experience, SaaS preferred
• 3+ years in sales leadership role
• Outstanding sales, customer success and problem-solving abilities
• Advanced knowledge of Microsoft suite
• Excellent revenue risk identification and migration ability
• Concise communicator with the ability to communicate effectively across audiences with varied technical knowledge level
• Proactive attitude towards account management and quota achievement
• Strong analytical background with ability to translate into tangible strategy