Renewals Representative II

Posted 2 Days Ago
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Ireland, IN
3-5 Years Experience
Software
Zendesk is a service-first CRM company that builds software designed to improve customer relationships.
The Role
The Renewals Representative II will assist Zendesk customers with subscription alignment and enhance the value from their current services. Responsibilities include leading negotiations during renewal, maintaining customer engagement, ensuring timely renewals, managing sales opportunities in Salesforce, and mentoring junior representatives, all aimed at reducing churn and increasing value.
Summary Generated by Built In

Job Description

Job Description

The Renewal Manager (Dublin, Ireland) will be responsible for assisting Zendesk customers in aligning their subscription to their current and future service needs in addition to Zendesk initiatives.

They will partner with Customer Success and Sales as a dedicated Zendesk team for the customer. Ensuring that each customer is maximizing the value of their subscriptions, coordinating additional training or professional service interests, identifying expansion opportunities including additional products + agents, and making sure Zendesk has a strong understanding of the overall account health. Success in this role is measured by increasing the value of each subscription while reducing churn and contraction.

You will be part of a fast growing Renewals organisation at Zendesk.

Responsibilities:

  • Lead future subscription negotiation at the time of renewal with a focus on reducing current discount and expanding term length

  • Properly qualify expansion opportunities.

  • Identify customers who are high risk leading to a potential churn or contraction.

  • Partner with Customer Success and Sales teams in building save plans for at risk customers

  • Work with our Customer Success and Sales teams to provide feedback on the growing requirements of our customers.

  • Responsible for maintaining a 87% GRR renewal rate

  • Responsible for meeting quarterly and annual goals

  • Maintain timely renewals

  • Manage renewal process from start to finish for all assigned opportunities

  • Manage SalesForce opportunities accurately and staying up to date

  • Manage customer campaigns as assigned.

  • Mentor Associate Renewal Representatives.

Qualifications

  • Must have 3+ years experience in renewing and managing customer accounts

  • Proficient level of English and French speaking

  • Excellent phone presence and interpersonal skills

  • Excellent verbal and written skills

  • Results oriented

  • Excellent time management skills

  • Team Player

  • Experience with Salesforce.com

  • Articulate and professional

  • Experience in negotiating SaaS contracts and pricing

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.

Top Skills

Salesforce
The Company
HQ: San Francisco, CA
6,277 Employees
Remote Workplace
Year Founded: 2007

What We Do

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences— and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, co-working spaces, and Zendesk workspaces to make one team.

Why Work With Us

We know one desk doesn’t fit all. At Zendesk, we prioritize remote work because we believe great work happens anywhere. Digital first is more than where we work though. We give our employees flexibility and choice in both where and how they work while also trusting them to be a team player.

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