The Renewal Manager partners with Customer Success, Sales, and Sales Operations in securing subscription renewals with CallMiner’s customers. The Renewal Manager is an experienced professional with an understanding of the SaaS space and will serve as an extended member of the account team to bring renewals to a successful outcome. This role is responsible for orchestrating the Renewals process, from initiating renewal opportunities, to facilitating planning and strategy, to delivering and negotiating Quotes and Proposals directly with customers. The Renewal Manager maintains a broad level of knowledge of processes, products, and financial guidelines and plays a pivotal role in driving renewal execution. This role interacts with customers as they make their purchasing decision and is successful in achieving our mutual commercial renewal goals. The Renewal Manager promotes best practices around renewals and continually optimizes the process.

Primary Responsibilities

• Lead the process for each respective renewal to ensure renewal subscriptions are managed to a successful on-time closure (target 80% of renewals closed >30 days before term end date).
• Coordinate with CallMiner’s Deal Desk Analyst to initiate each renewal via an opportunity within Salesforce and to coordinate contract research to identify any contractual and pricing obligations to be included in the renewal.
• Review customer requirements and align the renewal plan to customer’s needs, making recommendations for additional products and services, where appropriate.
• Function as the bridge between Customer Success, Sales, and Finance. Initiate each renewal with an internal kickoff and orchestrate collaborative sessions with the CS and Sales team to review account health, growth opportunities, and overall renewal strategy.
• Contact customers directly to negotiate renewal and to refine execution in relation to each renewal. Address any customer commercial questions and/or concerns through customer engagements throughout the renewal cycle.
• Collaborate with internal colleagues to drive renewal closure ahead of each Customer’s subscription term. Communicate effectively, offer solutions, and overcome obstacles.
• Liaise with CallMiner’s Deal Desk Analyst to facilitate renewal management, including progress and financial updates within the Renewal Opportunity in Salesforce.
• Partner with Finance and CS Leadership to drive financial reporting and forecasting and to identify trends for which retention rates may be enhanced.
• Achieve the desired goals, including renewal rates within targeted timeframes.
• Document related processes and procedures, continually optimizing the process and educating the team.
• Perform other duties as assigned.