Senior Renewals Representative

Job Description

The Renewal Manager plays a critical role in driving customer retention and revenue growth by leading strategic account renewal processes. This position involves proactively managing the renewals pipeline, identifying expansion opportunities, and ensuring a seamless renewal experience for customers. The ideal candidate possesses strong negotiation skills, excels at building customer relationships, and has a proven track record in renewals or account management within a SaaS environment. Additionally, the Renewal Manager will mentor junior team members, collaborate with cross-functional teams to enhance customer success, and contribute to the development of revenue-retention strategies.

Responsibilities

• Lead the strategic approach to account renewals, identifying growth opportunities within the existing customer base.

• Play a pivotal and proactive role in managing the Renewals team's pipeline, ensuring a smooth renewal process and optimising customer experiences.

• Utilize your seasoned negotiation skills to engage with customers, particularly at the senior executive level, retaining their dedication to our services.

• Mentor junior team members, sharing your expertise and contributing to the overall success of the renewals team.

• Innovate processes and strategies with the agility encouraged in Zendesk's environment.

• Coordinate and contribute to the development of critical revenue-retention strategies, collaborating with cross-functional teams to improve customer success.

• Serve as an ambassador of the Zendesk brand, demonstrating leadership in crafting top-tier customer experiences.
   

Qualifications & Competencies

• A Renewals or Customer Success veteran poised to take on a strategic role.

• A person who excels at finding solutions, with a passion for developing customer relationships and driving business growth.

• 5+ years of robust experience in Renewals, Sales, Operations, or Account Management, with a proven record of exceeding targets within a SaaS environment.

• Exceptional business acumen with a relentless curiosity for industry knowledge.

• The confidence and drive to outperform and the resilience to handle complex negotiations.

• Strong communication skills, capable of collaborating with collaborators at all levels.

• Advanced understanding of value-based selling and proficient numerical reasoning.

• A Bachelor's or equivalent experience, or a Master's degree.
   

Basic Qualifications:

• 5+ years of experience in Renewals, Sales, Operations, or Account Management.

• Demonstrated track record of exceeding sales targets in a SaaS environment.

• Outstanding communication and negotiation skills.

• Proven ability to coach and mentor junior team members.
   

Preferred Qualifications:

• Advanced degree in Business, Marketing, or a related field.

• Experience collaborating with senior executive collaborators.

• Familiarity with value-based selling methodologies.

• Proficiency in CRM tools and data analysis.

The US annualized OTE (On Target Earnings) range for this position is $48.08-$72.12 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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 peopleandplaces@zendesk.com with your specific accommodation request.