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Job Category
Customer SuccessJob Details
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Role Description:
The Salesforce Manager, Renewals is responsible for leading a team of 5-6 renewal professionals dedicated to protecting and growing revenues in their designated territory. The Manager, Renewals is responsible for the day to day management of team activities, identifying and forecasting attrition risk, design and execution of renewals strategy in territory and working with leaders in Sales and Customer Success.
The successful candidates will have excellent communication and Interpersonal skills, a strong understanding of Salesforce products and culture and previous experience in a leadership role. The Manager, Renewals is responsible for ensuring that their teams are focused on minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and passing their findings and data insights back to the business. Managers are responsible for ensuring that their team and their customers are set up for success while maximizing the financial results for Salesforce.
RESPONSIBILITIES:
Lead a team of 5-6 dedicated renewals professionals.
Support direct reports by participating and leading in client meetings and engaging other corporate resources as required.
Be a trusted advisor to Sales and Customer Success leadership in your territory.
Ongoing mentoring and development of Renewals team
Build a Monthly meeting cadence with Sales and Customer Success leadership within your territory
Weekly forecast meetings with the team to drive forecasting excellence and accuracy.
Develop and educate on best practice across the team
Achieve or exceed attrition and uplift targets.
Develop and execute win/win negotiation strategies for all contract renewals within their team’s territory that maximize contract value while protecting and enhancing customer trust.
Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal.
Own, drive and manage the renewals process in collaboration with internal stakeholders.
Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc...) to develop comprehensive 'win win' strategies for renewals.
Ensure that your team is effectively Identifying customer requirements, uncovering roadblocks, and demonstrating strong account management and commercial capabilities to drive their renewal events to on-time closure and customer success.
Provide executive management with complete visibility to renewals and solicit executive involvement as required.
Communicate risk clearly and take the lead in developing resolution strategies.
Accurately maintain and accurately forecast a rolling 90 - 120 day forecast of renewals in your territory.
Ensure that your team adheres to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
Ensure your team achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons
REQUIRED SKILLS/EXPERIENCE:
10 or more years of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.
Previous experience of leading, developing and mentoring a team for success
Proven track record of overachievement of quota and KPIs
Strong organizational, operational and analytical skills
Demonstrated ability to effectively articulate the Salesforce value proposition
Possess exceptional negotiation skills that allow for value-based contract negotiations at the CXO level and be an effective mentor to pass these skills to your team via regular training and coaching sessions.
Excellent financial acumen, process and policy management skills
Strong customer management skills including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.
High-level fluency in Japanese language (speaking, reading, writing, listening)
Excellent verbal and written English communication skills (TOEIC 730+)
Strong negotiation skills that allow for value-based contract negotiations
Knowledge of restructuring contract term and condition relating legal, finance and billing
Excellent computer skills (Excel, Word, PowerPoint, Google Apps)
Degree or Relevant Work Experience Preferred
DESIRED SKILLS/EXPERIENCE:
Knowledge of salesforce.com product and platform features, capabilities, and best use.
Experience negotiating complex multi-year contracts.
Experience with an enterprise CRM or customer service application. Experience with salesforce.com is required .
Ability to manage transactions through different stages using technology.
Possess solid negotiation skills that allow for value-based contract negotiations at the CXO level
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