Renewals Management Analyst

At Qualtrics, we create software the world’s 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but 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, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

The mission of the Account Services 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 bill 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!

You’ll know you’re doing a great job in this role when:

• You attain a high bill rate and customer retention in your book of business. 
• You work closely with Sales and Customer Success to successfully strategize and execute through challenging client situations and negotiations to help the company hit its renewal rate targets.
• You support and guide the rest of the Renewals Management team to maintain a high standard of excellence and renewal rate.
• You provide a great customer experience 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 billings targets.

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 efficient. In fact, you will have the opportunity to become a subject matter expert in key processes and work to improve them.

• Commercial Skills: As a Renewals Analyst, you will master and lead commercial strategies throughout your clients’ book of business. You will partner closely with the account teams to bring the largest amount of revenue into the business. 
• Leadership: Sharing and teaching your commercial knowledge to the rest of the team so they can replicate the same practices. 
• 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.
• Strong Data Analysis: Using data to define the best action path during negotiations and prioritize cases based on a revenue approach. 

• Bring a Commercial Approach 
• Develop and apply commercial strategies to retain and expand our clients’ subscriptions. 
• Drive and execute process and partnership improvements with the Sales and Customer Success teams. 
• Delight our clients with an excellent renewal experience.
  
• 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.
  
• Support the Renewals Team 
• Promote a positive culture in the Renewals team. 
• Participate in the interview process for new hires. 
• Propose and complete cross-functional projects to improve renewals processes.

• Experience managing a book of business and leading successful negotiations with clients.
• Desire to pursue a commercial-oriented and team leadership career.
• Desire to improve processes and work through ambiguity.

• This team is the first line to apply Qualtrics GTM strategies - commercial skills and adaptability are key. 
• 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.
• We have each other's backs. We win together.
• Our team meetings are designed to foster community and connection.

Our Team’s 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 Women’s Leadership Development, which exist as places for support, allyship, and advocacy.