Renewal Manager II

Job Description:

This position is responsible for being a key individual contributor on a high-performing team that consistently achieves renewal targets by forging strategic relationships with field sales and other internal stakeholders and executing all phases of the contract renewal lifecycle. This includes structuring and negotiating renewal deals, increasing net new revenue by cross-selling and upselling in collaboration with field sales, and communicating with channel partners and end customers. Focuses on renewing the organization's customers, identifies both up-sell and cross-sell opportunities among customers, and works cross-collaboratively with internal teams to prevent churn and increase retention and customer satisfaction.

Essential Job Functions and Responsibilities

• Takes ownership of your assigned territory and drives renewal engagement and focuses on customer retention.
• Manages 400-600 renewal accounts with confidence on an annual basis.
• Forges strategic relationships with field sales and channel partners.
• Collaborates with cross-functional departments such as sales, customer success, finance, and order management.
• Leverages regional Channel contacts for customer engagement.
• Proactively manages and prioritizes the weekly, monthly, and quarterly renewal activities.
• Verifies the data integrity of all quotes and purchase orders.
• Interprets raw data sets and conducts data analysis/audits.
• Interacts and proactively communicates with internal teams to fulfill the renewal quotes.
• Obtains appropriate internal approvals, where necessary.
• Tracks and reports on renewal activities utilizing Salesforce.com.
• Provides feedback to further define internal processes.
• Manages the different facets of subscription and support renewals.
• Prepares the renewal letters, quotations, invoices, and notifications.
• Contacts clients directly to negotiate terms and conditions and render renewal contracts.
• Positioning services and escalating pain points to the Sales and Customer Success Team.
• Refines renewal strategies that proactively engage a client in reducing churn rates.
• Augments the upsell and cross-sell opportunities.
• Works with the product team to receive feedback on the growing requirements of a customer.
• Meets the desired goals and established metrics.
• Works to develop and refine renewal process that proactively engages the customer base minimizing churn and maximizing additional utilization of Vertex's products.
• Creates a system and process to identify customers who have high potential of churn, up-sell, and down-sell.
• Works with internal teams and the customer to minimize churn and increase usage of the organization's solutions.
• Participates in projects and performs other duties as assigned.

Knowledge Skills and Abilities

• Ability to work to set targets and deadlines.
• Self-motivated
• Ability to forecast accurately.
• Ability to manage 400-600 accounts annually.
• Excellent phone presence and interpersonal skills.
• Excellent verbal and written skills.
• Proven follow-up skills.
• Results-oriented.
• Excellent time management skills.
• Team Player.
• Articulate and professional.
• Ability to create valid business reasons to engage customers.
• Comfortable with negotiation and having conversations with procurement departments around pricing.
• Microsoft proficient.
• Experience with Salesforce as a CRM tool is required.

Education and Training

• Bachelor's Degree required.
• At least three (3) years of experience in Renewal Sales is preferred.
• Experience with Salesforce.com. – Required.
• Or equivalent combination of education and/or experience.

Other Qualifications

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.