The Renewals Strategy & Operations Manager will play a key role in shaping our rapidly growing Customer First team. We are looking for someone to support the organization on tooling with a focus on salesforce bugs, enhancements, and projects across Customer Success and Renewals. This individual should be organized and be able to work on long term projects as well as daily requests requiring quick turnaround. This role requires heavy cross functional team collaboration to support the broader Customer First goals. This role will be a crucial link between our business and technology teams. This individual will be responsible for collaborating with various business units, overseeing User Acceptance Testing (UAT), and managing project workflows in JIRA. This role will be pivotal in ensuring that our technology solutions align with our business goals and objectives.

Job to include but is not limited to the following:

• Become an expert in key customer success and renewal processes such as Premier Plans, Success Hub, renewals quoting, and our auto-renew program. Proactively suggest enhancements to improve the team and customer experience.
• Collaborate with Technology Teams (such as Business Technology, Data Insights, Product Development, etc) by working closely with business stakeholders under the Customer Strategy and Growth umbrella to understand their technology needs and objectives. You will then translate business requirements into actionable tasks and project plans.
• Own User Acceptance Testing (UAT) for the Customer Strategy and Growth organization. You will plan, coordinate, and execute UAT activities for technology solutions and enhancements for systems such SFDC, Matik, Qualtrics, and more using TestRail. You will ensure that UAT test cases are well-documented and align with business requirements while also collaborating with cross-functional teams to resolve issues identified during UAT.
• Manage and prioritize JIRA tickets related to technology projects. You will assist in tracking the progress of JIRA tickets, ensuring that they are completed within defined timelines. You will also be responsible for communication of the project status and updates to relevant stakeholders.
• Conduct thorough analysis of business requirements to determine technical feasibility. You will work closely with teams such as the Business Technology and Data Insights teams to provide clear and comprehensive specifications.
• Be responsible for stakeholder communication by acting as a bridge between business units and technology teams, ensuring effective communication and alignment of goals.
• Facilitate meetings and discussions to gather feedback and requirements from stakeholders.
• Ensure the quality and reliability of technology solutions by conducting quality assurance checks such as regularly running analysis.
• Identify and address any issues or defects in collaboration with development teams, Business Technology teams, and/or Data Insights teams..
• Maintain accurate and up-to-date documentation related to projects, UAT, and JIRA tickets.

Skills

• Excellent reporting and analytical skills. 5-7 years of experience in an operational analytics/reporting role with a focus on Customer Success and Renewals
• Proven experience in a similar role, including project management and UAT testing
• Significant knowledge and experience in Salesforce.com
• Knowledge and experience in Gainsight
• Proficiency in JIRA or similar project management tools
• Proficiency in TestRail or similar testing tools
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities
• Ability to work collaboratively in a cross-functional team environment.
• Strong organizational and time-management skills
• Strong Excel skills.
• Excellent organizational skills - role will be expected to work on multiple projects concurrently with varying priority