Manager Renewal Operations

Digital Realty (UK) Limited; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading data center service provider in Greater London is seeking a Manager Renewals Operations to oversee customer renewals processes. In this role, you will handle negotiations with customers, ensure timely contract renewals, and collaborate with various internal teams to meet customer needs. The ideal candidate should have experience in a customer-facing role, with strong negotiation skills and a solid understanding of financial principles. This position offers opportunities for professional growth and development within a supportive environment.

Benefits

Development opportunities

Supportive environment

Inclusive team culture

Qualifications

• Previous experience in a customer-facing role with a track record in commercial negotiation.
• Solid understanding of commercial and financial principles.
• 2+ years work experience in Renewals, Sales Operations, or Account Management.

Responsibilities

• Manage the entire process of executing on customer renewals.
• Lead direct engagement with customers to discuss renewal terms and negotiate pricing.
• Coordinate with internal teams to ensure alignment and support during customer renewals.

Skills

Commercial negotiation

Customer engagement

Analytical skills

Fluency in English

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

CPQ tools

Microsoft Excel

DocuSign

Job description

The Manager Renewals Operations is responsible for the entire process of executing on customer renewals. In this role, you will own the end-to-end renewal lifecycle of data center services contracts across a designated portfolio of markets in EMEA. You will collaborate with internal technical, commercial, sales and legal stakeholders and manage customer-facing communication and negotiation to ensure smooth, timely, and customer-aligned contract renewals - driving retention, revenue predictability, and customer satisfaction.

What you'll do

Lead-to-Contract & System Administration

Actively manage the assigned renewals pipeline for the assigned Portfolio using Salesforce and CPQ tools, including :

• Fixed-expiry (non-auto-renewing) contracts
• Customer-initiated renewals on an ad hoc basis
• Internal renewal opportunities identified through commercial benchmarking analysis

Responsible for end-to-end renewal lifecycle for our data center services or lease contracts, covering the entire process from opportunity generation to closing

Aligning with Asset Manager on strategy for Portfolio and Market to drive revenue growth

Handle technical and commercial approval workflows in line with Commercial Framework under the FAP

Prepare and issue contractual documentation in collaboration with legal

Maintain accurate, complete, and up-to-date contract and customer data within internal systems

Escalate system challenges and errors where needed

Customer Engagement & Negotiations

Lead direct engagement with customers to discuss renewal terms, service and product adjustments, and commercial options

Present renewal offers and guide customers through commercial and technical changes

Manage objections and lead pricing or term negotiations within approved thresholds

Successfully negotiate terms with the customer and complete contract execution

Ensure a seamless experience from initial outreach to signed contract

Internal Coordination

Align with Country Managing Directors and Asset Managers on site / country strategy, while ensuring input from Account Manager, regarding wider account strategy, is considered.

Collaborate with Operations, Service Design and Solution Architect teams to align on feasibility of service modifications.

Partner with Legal to validate changes to terms, and where appropriate facilitate customer renewal onto companys standard terms.

Coordinate closely with Termination team, ensuring churn risk for existing customer is raised timely and appropriately handed over.

Reporting & Process Improvement

Maintain dashboards and renewal records to monitor retention, churn, and contract value.

Conduct account and contract analysis (size, pricing, bespoke terms) to support tailored renewal strategies.

Analyse churn trends and renewal conversion to identify areas of improvement. Reporting findings back to management.

What youll need

Previous experience in a customer-facing role with a track record in commercial negotiation

Solid understanding of commercial and financial principles

Ideally Bachelor or equivalent level of education

2+ years work experience in Renewals, Sales Operations, or Account Management, ideally in the data center or other relevant industry

Proficient in Salesforce CRM, CPQ tools, Microsoft Excel, and familiar with digital signing and billing systems (e.g., DocuSign)

Fluency in local language (where role is based) and English language, both written and spoken. Further European languages beneficial

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and youll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, youll get to work with people from different business areas, challenge the way we do things and put your ideas into action. Well also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.