Manager, Renewals

JOB DESCRIPTION – Manager, Commercial renewals – Growth Market (Customer Renewals & REtention) 

The Manager, Commercial Renewals will have responsibility for one of the most profitable and important revenue lines in the company: Blackbaud's recurring revenue. As a leader on the retention team, the Manager, Commercial Renewals is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream. Your direct reports will be responsible for retaining annual recurring revenue at the highest rate possible that supports Blackbaud’s financial goals and metrics. Your teams will work exclusively within the Growth customers tier and you will lead standardization and digitization for the team’s processes to optimize customer engagement and focus in these parts of the market.  
 
Team Management: 
 

• Manage a team of 8-10 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients' recurring contracts with the best possible financial outcome for Blackbaud 

• Hire, recruit, motivate and develop team members, including new hire and ongoing product and process training 

• Produce monthly analyses on team performance; define opportunities for spiffs and other initiatives to drive retention results or customer revenue growth 

• Drive your team towards achievement of established unit and dollar retention targets 

• Coordinate effective product and skill training to keep your team up to speed on new products, new releases, and innovative ways to engage with customers 

• Support the highest quality of customer engagement by call coaching, joining your team on customer calls when needed, providing escalation support, and by working 1 on 1 weekly with each of your direct reports 

• Lead by example- Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity. 

• Performance management, including providing feedback, quarterly reviews and addressing performance concerns 

• Schedule and run monthly, quarterly and annual staff meetings, including regular deal review and strategy sessions 

Renewals Management: 

• Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with Blackbaud 

• Conduct regular renewal pipeline reviews with your Renewals Representatives 

• In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory's needs 

• Proactively collaborate with Sales, Product Management, Success, and Services to ensure the highest quality of customer engagement and interaction; be laser focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps 

• Support your team in sales leads and up-sell efforts 

• Represent and lead the renewal team in cross-departmental initiative and projects 

• Strategic planning regarding proactive approach to ensure maximum and most efficient territory coverage 

Performance Metrics and Goals: 

• Achieve established unit retention and recurring revenue targets 

• Attain targets related to annual price increase, renewal term mix and renewal completion goals 

• Assist finance in resolution of renewal disputes 

Reporting and Analysis: 

• Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific areas of churn in your assigned territories 

• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; contribute and lead monthly business reviews with Executive team to summarize outcomes and make recommendations 

• Continually look for process improvements including optimizing our organizational structure 

Qualifications: 

• Bachelor's degree or equivalent experience 

• 3 years of management or team leadership experience required 

• Prior Sales management experience is desirable 

• Prior experience with Salesforce.com desired 

• High level of competency with Excel, including the ability to execute deep analysis in Excel 

• Excellent verbal and written communication skills; ability to coach others in this area 

• Ability to lead meetings with 50+ people in a managerial capacity 

• Ability to also deliver presentations to Executive Level audiences 

• Strong organizational skills with an emphasis on detail especially when it comes to measuring Rep productivity and pipeline/forecast organization 

• Ability to work with a wide variety of co-workers in order to achieve customer retention and customer satisfaction targets