Manager, Customer Renewals
Full time
na Rewaa
no
Saudi Arabia
Publicado em November 14, 2024
Detalhes do emprego
Rewaa is on a mission to revolutionise retail! Our cutting-edge SaaS platform empowers retailers to move and grow faster. We provide innovative solutions for point-of-sale, inventory management, omnichannel integrations, tax and accounting, and reporting, all delivered on a single screen with our lightning-fast, robust hardware. With over 10,000+ customers and an ambitious trajectory toward global expansion, there's never been a better time to join Rewaa! The Manager of Customer Renewals leads the strategy and tactical operations of Rewaa’s Global Renewals team. This individual reports directly to the Senior Manager of Customer Success. This leader must be passionate about developing teams, coaching, identifying and removing obstacles, in pursuit of exceeding renewals targets and developing a sense of integrity and commitment to customer satisfaction. WHAT YOU WILL BE RESPONSIBLE FOR:
- 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
- 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
- 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
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