Senior Specialist, Renewal Management
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Job Location:
Monthly Salary:
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
At Qualtrics we create software that the worlds best brands use to deliver exceptional frontline experiences build high-performing teams and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18000 clients globally. Building a category takes grit determination and an appreciation for the unconventionalbut most of all it requires close-knit high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams youll be part of a nimble group thats empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved by collaborating and iterating until the best solution comes to light. You wont have to look to find growth opportunities theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.
When you join one of our teams youll be part of a nimble group thats empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved by collaborating and iterating until the best solution comes to light. You wont have to look to find growth opportunities theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.
Senior Specialist Renewals Management
Why We Have This Role
The mission of the Customer Operations organization is to help our customers both internal and external deliver extraordinary business results.
The Renewal Management team owns 30% of our total revenue representing 90% of our customer base - our responsibility is to renew and invoice our current customer base activities that directly drive cash flow for the business.
Goals include converting single year deals to multi-years shifting customers to new products to enable consumption pricing and expanded responsibility to reduce churn and downgrade losses.
We need leaders to further this mission!
How Youll Find Success
Youll know youre doing a great job in this role when:
- You attain a high renewal rate and customer retention in your book of business.
- You guide customers through the entire renewal journey in a timely manner (e.g. prior to contract expiration) to ensure they dont experience any disruption in access to the Qualtrics platform
- You identify anticipate and mitigate account risk by working closely with Sales and Customer Success to successfully strategize and steer through challenging customer situations. By doing so you optimize your negotiations to help the company hit or exceed its global renewal rate targets.
- You accurately forecast where your renewal rate will land by leveraging key insights from customer usage sentiment and direct customer interactions along the renewal journey.
- You provide a great customer experience - in each and every interaction - to help ensure that each client is invoiced on time driving cash flow for the business.
- You prioritize the highest value add activities to hit your personal and team quarterly renewal rate targets.
- You provide an energetic can-do attitude that exemplifies Qualtrics values that help foster creativity in problem-solving and an overall positive environment for the Renewal Management team to thrive
- You identify system or information gaps and can propose and execute a solution to sustainable address the issue
- You leverage data and AI toolkits to recommend improvements that drive greater efficiency and effectiveness to our operations
We are looking for candidates to help us not only get things done in the current process but also to improve processes to make our entire company continuously more fact you will have the opportunity to become a subject matter expert in key processes and work to improve them.
How Youll Grow
- Commercial Skills: As a Renewals Manager you will develop a commercial skill-set that includes processing high value renewals sending quotes analyzing data and negotiating with customers.
- Project Management: The team is continuously working to improve processes and systems. You will play an important role in identifying and solving process/system gaps owning workstreams and coordinating with other dev/data teams
- Cross-Functional Collaboration: Working closely with other departments you will develop valuable cross-functional skills gain a holistic understanding of the business and learn from experts in various areas paving the way for career growth.
- Technical Acumen: You will develop skills in data analysis and report building. You will develop deep skills in key systems such as: Salesforce Gainsight ServiceNow etc.
Things Youll Do
- Bring a Commercial Approach
- Develop and apply commercial strategies to mitigate against risk optimize retention and even drive more predictability with striving for multi-year subscription commitments.
- Drive and execute process and partnership improvements with the Sales and Customer Success teams.
- Delight our customers with an excellent renewal experience by providing timely and thoughtful communications in every customer interaction.
- Be our Renewals Expert
- Manage a book of strategic renewal subscriptions.
- Be the front-line rep to manage critical cases in the department.
- Promote and consistently apply best practices in the renewals process.
- Drive the renewal process forward in partnership with our internal customer facing teams including Sales and Customer Success.
- Continuously Improve the Journey
- Engage in and drive strategic projects to improve our internal processes and ensure a successful and seamless end-to-end renewal experience for our customers.
- Propose and complete cross-functional projects to improve renewals processes.
- Work collaboratively with key stakeholders across Qualtrics to drive positive process improvement outcomes for the business.
What Were Looking For On Your Resume
- Bachelors degree
- Strong prioritization skills with the ability to be proactive
- Proficient written and verbal English communication
- Desire to improve processes and work through ambiguity
- Interest in the technology industry desire to pursue a commercial-oriented career.
- Experience in SaaS strategy consulting customer service operations technology sales customer success or an equivalent field would be beneficial
What You Should Know About This Team
- We have each others backs. We win together.
- Our team meetings are designed to foster community and connection.
- This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.
- This team is excellence-driven and motivated for constant improvement.
Our Teams Favorite Perks and Benefits
- Competitive salary performance bonuses and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships spa massages workout equipment meditation apps and much more.
- Monthly allowances.
- Experience bonus to be used for an Experience of your choosing every year.
- Amazing QGroup Communities; MOSAIQ Green Team Qualtrics Pride Q&Able Qualtrics Salute and Womens Leadership Development which exist as places for support allyship and advocacy.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life. #hybrid
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please let your Qualtrics contact/recruiter know.
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Required Experience:
Senior IC
Key Skills
- General Insurance
- Corporate Sales
- Cost Estimation
- Benefits & Compensation
- Heavy Equipment
- AC Maintenance
About Company
The Qualtrics Platform and our specialized AI uncovers insights, prioritizes actions, and empowers everyone to improve customer & employee experiences.
