Renewals Manager

Job Summary

As a Renewal Manager, you will partner with a book of SMB accounts to deliver renewal contracts in a timely manner. Using leading industry tools such as Salesforce and Clari, you will build quotes with historical account data and insights, as well as negotiate contracts based on customer goals and expectations. With the additional support of cross-functional experts, you’ll ensure high renewal rates, customer satisfaction, and account growth.

Responsibilities

• Owns the renewal experience for assigned accounts to provide a seamless customer service experience  
• Reviews, revises, and delivers renewal quotes to customers
• Follows a defined process and SLAs for delivery of renewal quote 
• Negotiates renewal commercial terms directly with customers 
• Coordinates and supports growth opportunities tied to a renewal
• Engages internally for legal, financial, product and/or service concerns with the customer
• Develops, submits, and manages Renewal Forecast and reports up to management
• Continuously improve the renewal experience by connecting with clients to determine ongoing satisfaction; provides demonstrated value of iCIMS product services and emphasizes the client’s return on investment 
• Manages the contract renewal process inclusive of affirming and/or reestablishing the value of iCIMS software to all key client stakeholders and presenting our long-term vision as a technology partner
• Engages with customers to identify growth opportunities and at-risk situations
• Assesses customer needs and effectively links product value, features/benefits to those needs
• Develops and maintains current product knowledge and can explain the business value of our offerings
• Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
• Consistently ensures that business is always conducted with integrity and that behavior aligns with client core values
• Understand & deliver iCIMS Standardized practices for Customer Success such as building a recurrent customer engagement with customers, support mutual success plan and business review to ensure customer satisfaction.
• Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.  
• Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting high level walkthroughs, and/or routing questions to the appropriate resource.  
• Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.  
• Effectively prioritize and manage customer projects, own customer satisfaction by driving accountability and creating positive experience with customers.

Qualifications

• Experience in a customer facing role with accountability for renewals or customer success in a SaaS environment or experience in a talent acquisition role responsible for TA technology stack success.
• Experience forming relationships at multiple levels of the customer to communicate and negotiate renewal contracts.
• Ability to prioritize competing requests from customers, partnering internally with key stakeholders to ensure smooth process.
• Experience working in a sales driven role tied to software negotiation.
• Ability to use and present data and analytics to build practical insights for customers.