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Director, Renewals Operations

Director

PowerSchool | G&A | Folsom, CA

PowerSchool is looking for a highly effective renewals operations leader to act as the Director, Renewals Operations, reporting directly to the VP of Finance.  This role is responsible for directing day-to-day operations of the renewals team and driving the medium and long-term strategy for the Company’s growing recurring revenue.  This individual must be an experienced operational leader able to drive, manage, and develop a team of renewals analysts to deliver day-to-day results against established metrics plus have a strategic mindset to effectively work cross functionally to develop strategies with Customer Success and Sales teams to maintain and exceed annual renewal rate objectives.

Duties and Responsibilities

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Responsible for overseeing all assigned contract renewals, which includes working directly with customers and internal team players to ensure timely and accurate execution
  • Manage team of 6-10 professionals to ensure timely processing of annual contracts
  • Lead and partner to improve processes related to the renewal motion – including renewal risk, upsell, cross sell, adoption and churn
  • Drive process alignment with Finance and Revenue Operations to drive a seamless quote-to-cash process for renewals, including monthly financial reconciliation and reporting
  • Hiring and developing successful renewals representatives as team expands with growth of business
  • Identify potential at-risk customers and escalate to appropriate function(s)
  • Consistently achieve high customer retention and renewal rates that maximize contract value while protecting and enhancing the customer relationship
  • Work with Customer Success and Sales teams to identify and develop new opportunities
  • Enlist the efforts of sales reps, customer success managers, and senior management when necessary to accelerate the contract renewal process and ensure customer satisfaction
  • Lead discussions around forecasting and pipeline status with internal stakeholders
  • Accurately maintains a forecast of renewals and a dashboard of customer status
Skills & Requirements

Qualifications include:

  • 8+ years experience with 4+ years of Management experience, preferably leading one of these functions (i.e. Order Entry, Customer Success, Sales)
  • Understanding of the SaaS business model including customer lifecycle measures and SaaS revenue streams
  • Possess a keen business insight with the ability to handle, analyze, and track data for a sophisticated and often complex process
  • Strong analytical skills and can accurately summarize and present complex principles to an executive audience
  • Ability to effectively prioritize and escalate customer issues as required
  • Organized self-starter and possess the intellectual curiosity to be a problem solver
  • Experienced with direct customer contact
  • Familiarity with contracts, terms of service and legal issues
  • Clear and articulate communication skills with the ability to effectively drive a phone conversation
  • Ability to work independently without constant supervision while being a member of the team
  • Must thrive in a fast-paced, ever-changing atmosphere
  • Ability to prioritize and manage multiple responsibilities simultaneously
  • Strong negotiation and interpersonal skills