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Job Category
Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Role Description:
We are looking for a Renewals Manager to join our growing team who will build strategic relationships with Sales, Customer Success, Finance and Operations in order to minimise attrition, accurately forecast risk and drive customer success. You will be responsible for identifying and analysing risk during the Customer contract term by engaging with Customers and internal collaborators to resolve the underlying issue while optimising the financial outcome, maintaining accurate forecasts and driving customer success, adhering to all Salesforce policies.
Responsibilities:
- Be the renewals owner for resolving sophisticated customer issues and mitigating potential attrition during the contract term.
- Provide accurate 90 day rolling forecasts for your assigned renewal region through accurate maintenance of renewal opportunities.
- Leverage existing processes and reporting as well as performing detailed forensic analysis (usage and contract) for early identification of potential attrition.
- Be the expert and provide guidance to the extended team on optimal resolutions
- Work closely with Sales, Customer Success, Finance, Pricing, Legal, and the Renewals team to streamline the resolution process including notifications and approvals.
- Responsible for creation of replacement contracts and detailed quotes with approvals.
- Provide renewals management with regular status updates, concise summaries of highly complex issues and accurate transparency to forecasted attrition and advance as needed.
Minimum Requirements:
- Proven success in a Sales, Renewals, Operations or Account Management.
- Strong analytical background with proven problem-solving skills.
- Proven track record to work at a detailed level with multiple cross-functional internal collaborators as well as the customer to build a case and drive consensus.
- Strong customer leadership skills.
- Excellent negotiation skills.
- Highly effective communication skills and capable of explaining sophisticated situations clearly and credibly across all functions and levels of the organisation.
Preferred Requirements:
- Experience with Salesforce along with a high level of proficiency with Salesforce Reporting capabilities and Excel
- Experience working with a large global sales organisation.
- Fluency in German, French or Spanish in addition to English
- 3rd level degree or equivalent experience in Sales/Renewals
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