The Renewals Specialist is responsible for the transactional details of renewing our current customer base. They also own forecasting renewals and flagging risk to their partner teams. The Observability Architect and Engagement Management teams provide value for customers throughout the customer lifecycle with the charter of retaining and growing our customer base. Throughout that lifecycle, usually in the last six months of a contract, the Renewals team processes the renewals for these customers.
You will be primarily responsible for tracking, processing and forecasting renewals along with flagging risk to Sales, Observability Architect and Engagement Management. You are the conduit between the customer and our account team on all things renewal related, partnering with the Sales and the Observability Architect to execute on their strategy. Primary metrics for this role are proportion of on-time renewals, retention rate and term length increased.
You’ll have the opportunity to drive millions of dollars of impact in and help build a relatively new function for Grafana Labs. You will be a critical team member to help shape the future of what renewals look like at Grafana.
Responsibilities:
- Be a key business partner to the Observability Architecture and Sales teams, enthusiastically renewing our existing customer accounts, which could also include upgrading them to new pricing
- Own the forecasting of renewals for the business
- Manage a 2 quarter out renewal pipeline, partnering closely with the account team and providing a seamless experience to our customers
- Self-motivated to overachieve on weekly, monthly and quarterly targets (activity, renewal attainment).
- Work with the customer success scale team to develop pre-emptive campaigns as you notice commonalities in churn requests
- Collaborate with the account teams to develop and execute renewals strategy, improve product adoption, and address churn risk in the business
- Maintain a high level of professionalism, empathy, curiosity
- Work with the team to enhance customer documentation and create internal enablement material
Requirements:
- 2+ years of experience owning renewals or in a Customer Success, TAM or other role which influences the renewals process
- Fluent in French and/or Spanish
- Solid business knowledge - curious and keen to learn
- Strong numeracy skills
- We’re a startup so your job duties will be varied, complex, and will require strong judgment, collaboration, and leadership
- We are a remote first company so you should be comfortable and skilled at working remotely with an international team
- You will need first class written and verbal communication skills both to collaborate with a broad range our remote-first internal teams and with our worldwide customers
In Spain, the OTE compensation range for this role is €44,000 - €53,000. Actual compensation may vary based on level, experience, and skillset as assessed in the interview process. Benefits include equity, bonus (if applicable), and other benefits listed on our careers page.
About Grafana Labs: There are more than 20M users of Grafana, the open source visualization tool, around the globe, monitoring everything from beehives to climate change in the Alps. The instantly recognizable dashboards have been spotted everywhere from a NASA launch and Minecraft HQ to Wimbledon and the Tour de France. Grafana Labs also helps more than 3,000 companies -- including Bloomberg, JPMorgan Chase, and eBay -- manage their observability strategies with the Grafana LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise Stack, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo).
Benefits: For more information about the perks and benefits of working at Grafana, please check out our careers page.
Equal Opportunity Employer: At Grafana Labs we’re building a company where a diverse mix of talented people want to come, stay, and do their best work. We know that our company runs on the hard work and the dedication of our passionate and creative employees. If you're excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.
We will recruit, train, compensate and promote regardless of race, religion, color, national origin, gender, disability, age, veteran status, and all the other fascinating characteristics that make us different and unique. We believe that equality and diversity builds a strong organization and we’re working hard to make sure that’s the foundation of our organization as we grow.
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What We Do
Grafana Labs provides an open and composable monitoring and observability stack built around Grafana, the leading open source technology for dashboards and visualization. There are more than 5,000 Grafana Labs customers, including Bloomberg, Citigroup, Dell Technologies, Salesforce, and TomTom, and more than 20 million users of Grafana around the world. Grafana Labs helps companies manage their observability strategies with the LGTM Stack, which can be run fully managed with Grafana Cloud or self-managed with the Grafana Enterprise offerings, both featuring scalable metrics (Grafana Mimir), logs (Grafana Loki), and traces (Grafana Tempo) as well as extensive enterprise data source plugins, dashboard management, alerting, reporting, and security.
Why Work With Us
Clear communication is vital in a remote-first company. We hold weekly team updates, monthly all-hands calls, co-located offsites, and annual events. We've enhanced hiring, onboarding, and training with a learning management tool and quarterly bootcamps. We offer 30 vacation days plus local holidays, with equal benefits for all employees globally.
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