The Role

The Renewals Director is focused on leading activities, efforts, and people that are responsible for renewing/extending contracts for the existing customer base. In addition, working closely with sales leadership and executives, this individual will provide strategic input, process improvement and tactical execution over the Global Renewals Pipeline. This individual will be an evangelist for Customer Retention and will focus on creating the appropriate amount of visibility and urgency to assist with execution of renewal deals. As part of the duties, the individual will directly assist team members and other sales staff in the negotiation of renewal deals to closure when necessary.

A successful candidate will be a highly motivated individual that is detail, process, and customer service oriented, as well as a professional and responsive team player. This position demands a detailed understanding of the processes and procedures that drive a successful renewals pipeline, as well as strategic thinking to continually improve performance over time. This position offers an excellent opportunity to contribute directly to the growth of the business.

Responsibilities

• Responsible for a book of business of customer renewals with a goal of increasing prices, maximizing contract term, improving contractual terms, and minimizing churn.
• Work with Account Executive and Account Managers in Strategic and Large customer renewals and handle customer escalation requests. Provide cross-functional communication on issues that arise regarding contract, pricing, customer health, and other aspects regarding the renewal base
• Act as a liaison with other functional departments by understanding the renewals model and ensuring the integrity of information available through various system and reporting structures
• Develop and document best practice negotiation talk tracks to meet strategic goals of renewals initiative. Provide negotiation guidance that is within the approval matrix, and assist with customer negotiations as needed
• Maintain reporting/analytics for Global Renewal assets and bookings; deploying and maintaining dashboards and reports to drive consistency and transparency
• Communicate monthly and quarterly renewal progress with Executives and Sales Leadership, escalating items of impact as needed
• Manage ad-hoc requests for renewal data
• Over time, manage a team of Renewals Specialists and their renewal portfolios
• As needed, coach team and others on objection handling, and understanding of how to meet or exceed customer expectations to assist in creating highly satisfied, referenceable customers

Requirements

• Excellent understanding of standard business practices related to Sales Operations processes and systems (sales cycle, CRM applications, reporting, forecasting, territory management and sales quotas) as related to the recurring revenue base
• Strategic thinking and the ability to glean opportunities for improvement from data/reports and team interactions
• Cross-functional business knowledge, especially in the areas of Finance, Contract Management, Sales and Product usage
• Proven ability to build and maintain effective working relationships both internally and externally at all levels of an organization, including executives
• Strong analytic and quantitative skills; attention to detail; ability to determine trends and propose solutions
• Desire and aptitude to constantly seek out problem areas and drive positive change
• Excellent communication and presentation skills; comfortable facilitating and leading classroom and live web-cast delivery
• Experience with Salesforce.com
• Strong proficiency with Microsoft Excel or other analytical software

Preferred Qualifications

• Bachelor's Degree in Business Management or equivalent degree/experience
• 6-10 years of experience in maintenance renewal sales preferred
• Previous experience managing a sales or renewal pipeline in an enterprise SaaS environment and a track record of customer experience excellence
• 2-4+ years of experience managing people is a plus

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.