Please note that for this position, candidates must be located in Brazil.The Manager of Renewals is responsible for leading and developing their team to ensure high performance and customer retention. They strategize to boost renewal rates and minimize customer loss, while maintaining strong relationships with existing clients to foster loyalty and identify opportunities for growth. The role involves optimizing renewal processes for efficiency, tracking performance metrics, managing financial forecasts for renewals, and working collaboratively across departments to ensure a seamless customer experience. Additionally, they solve problems that may hinder renewals, ensure compliance with policies, and keep accurate records of all renewal activities.This position reports directly to the Director of Global Renewals and will be in Brazil. The position is part of the larger Customer Success Organization.What you bring to the table:Experience in customer success, account management, or sales within the industry.Fluent/Advanced English skills.Proven track record of achieving and exceeding retention and renewal targets.Experience in leading and managing teams, with a history of driving team performance and professional development.Prior involvement in contract negotiations and an understanding of the sales cycle.A bachelor's degree in business administration, marketing, finance, or a related field is commonly required.Advanced degrees or certifications in management, customer success, or sales can be advantageous.Skills and Abilities:Strong leadership and people management skills.Excellent communication and interpersonal skills for effective customer interactions and internal collaboration.Analytical skills to assess renewal trends and performance metrics.Problem-solving skills to address challenges in the renewal process.Customer focus.Proficiency with CRM software and other tools relevant to managing renewals and customer data.How you'll make a difference:Leadership and Team Management:Oversee the renewal team, providing guidance, leadership, and support.Conduct regular team meetings and one-on-ones to ensure team alignment and address any concerns.Hire, train, and develop team members to ensure a high-performing team.Strategy and Planning:Develop and implement strategies to increase renewal rates and reduce churn.Set clear team goals and KPIs in alignment with company objectives.Analyze trends and customer feedback to inform renewal strategies.Customer Relationship Management:Build and maintain strong, long-lasting customer relationships.Ensure that the team provides excellent customer service and addresses any issues that may affect renewals.Work closely with account management and customer success teams to identify growth opportunities within the existing customer base.Process Optimization:Streamline and improve renewal processes to increase efficiency and accuracy.Implement best practices for renewals and ensure the team adheres to these processes.Utilize CRM systems to manage and track renewal activities.Performance Monitoring:Monitor renewal metrics and analyze data to understand performance.Provide regular reporting on renewal status to senior management.Adjust strategies and tactics based on performance data to improve outcomes.Financial Management:Oversee renewal forecasting and budgeting to meet financial targets.Work with the finance team to understand the impact of renewals on the company's revenue.Negotiate contracts and terms during the renewal process to maximize revenue retention.Collaboration and Communication:Collaborate with sales, marketing, product, and support teams to ensure a cohesive customer journey.Communicate effectively with stakeholders across the organization regarding renewal initiatives and outcomes.Share best practices and learnings with other teams to drive overall company performance.Problem-Solving:Address and resolve any barriers to the renewal process.Proactively identify potential risks to customer retention and develop mitigation strategies.Compliance and Documentation:Ensure that the team adheres to all company policies, legal requirements, and contractual obligations during the renewal process.Maintain accurate records of all renewal activities and transactions.
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