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Manager, Customer Renewals
Riyadh Customer Success – Customer Success / Full-Time / On-site + Mentor and provide support for a team of direct report Renewal Success Managers
+ Monitors and drives all performance goals
+ Answers, evaluates and prioritizes escalated customer concerns from accounts in assigned customer segments
+ Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
+ Collaborates with leaders across the company such as Customer Success, Support, Sales and Finance teams
+ Prepares weekly reports and leads weekly staff meetings
+ Participates in hiring of new team members
+ Performs any HR related administrative tasks
+ Addresses any performance management issues with employees
+ Seek and take action on improvement opportunities
+ Mentors, coaches, and develops employees
+ Maximize customer retention rates through effective sales techniques over the phone, video and email while also minimizing customer churn and contraction.
+ Execute the renewal process to ensure ARR is retained or expanded
+ Evaluate license usage and complete the true-up requirements
+ Understand and align customer’s business needs and goals to generate renewal quotes
+ Provide renewals administration support to Renewals Managers, and Account Executives
+ Ensure that renewals are closed on a timely basis
+ Collaborate with Sales and Customer Success Managers on renewals strategy and plans, leveraging customer analytics and metrics
+ Liaise with customers to ensure POs and order forms are accurately completed to allow for internal deal approval
CANDIDATE QUALIFICATIONS & WHY YOU’RE A GREAT FIT FOR THE ROLE:
+ Bachelor’s degree or equivalent work experience
+ 4+ years’ prior experience in a software company, preferably Software as a Service
+ Global sales experience preferred, but regional level required.
+ Excellent negotiation and interpersonal skills
+ Must thrive in a fast-paced, ever-changing environment
+ Excellent communication skills
+ Ability to effectively prioritize and escalate customer issues as required
+ Ability to create, review, and improve processes to drive operational efficiency.
+ Proficient in Microsoft Office / Google Drive Suite
+ Profound understanding of CRM systems, preferably Zoho, Hubspot, or Salesforce
+ Strong attention to detail and time management
+ Strong oral and written communication skills
+ Strong customer service, presentation, and conflict resolution skills
+ Management skills, with a proven track record of being a 'player-coach.'
+ Ability to create, review, and improve processes to drive operational efficiency.
+ Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
+ Ability to coach and mentor team members
+ Bi-Lingual in English and Arabic preferred
BENEFITS:
+ Work with an awesome growing global team, in a fast-growing startup with the opportunity to develop
+ Relocation Allowance if applicable
+ Competitive Salary
+ Stock Options
