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Customer Success
Job Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Slack is on a mission to make your working life simpler, more pleasant and more productive. We are looking for a Manager, Renewals who is responsible for leading a team of 8-9 renewal professionals dedicated to protecting and growing revenues in their designated territory. The Manager, Renewals is responsible for the day to day management of team activities, identifying and forecasting attrition risk, design and execution of renewals strategy in territory and working with leaders in Sales and Customer Success.
You are driven, curious, intelligent and deeply passionate about your craft. You will build and lead a diverse team of talented individuals looking for mentorship and help growing their careers. In addition, you will remove barriers to customer retention and collaborate with the broader Leadership Team to deliver a high value customer experience at time of renewal. This is a demanding role that requires strong leadership, priority management and interpersonal skills.
The successful candidates will have excellent communication and Interpersonal skills, a strong understanding of Salesforce products and culture and previous experience in a leadership role. The Manager, Renewals is responsible for ensuring that their teams are focused on minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and passing their findings and data insights back to the business. Managers are responsible for ensuring that their team and their customers are set up for success while maximizing the financial results for Salesforce.
Responsibilities
- Lead a team of 8-9 dedicated renewals professionals.
- Support direct reports by participating and leading in client meetings and engaging other corporate resources as required.
- Be a trusted advisor to Sales and Customer Success leadership in your territory.
- Ongoing mentoring and development of Renewals team
- Build a Monthly meeting cadence with Sales and Customer Success leadership within your territory
- Weekly forecast meetings with the team to drive forecasting excellence and accuracy.
- Develop and educate on best practice across the team
- Achieve or exceed attrition and uplift targets.
- Develop and execute win/win negotiation strategies for all contract renewals within their team’s territory that maximize contract value while protecting and enhancing customer trust.
- Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal.
- Own, drive and manage the renewals process in collaboration with internal stakeholders .
- Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc...) to develop comprehensive 'win win' strategies for renewals.
- Ensure that your team is effectively Identifying customer requirements, uncovering roadblocks, and demonstrating strong account management and commercial capabilities to drive their renewal events to on-time closure and customer success.
- Provide executive management with complete visibility to renewals and solicit executive involvement as required.
- Communicate risk clearly and take the lead in developing resolution strategies.
- Accurately maintain and accurately forecast a rolling 120 day forecast of renewals in your territory.
- Ensure that your team adheres to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
- Ensure your team achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons
- 10 or more years of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.
- Previous experience of leading, developing and mentoring a team for success
- Proven track record of overachievement of quota and KPIs
- Strong organizational, operational and analytical skills
- Demonstrated ability to effectively articulate the Salesforce value proposition
- Possess exceptional negotiation skills that allow for value-based contract negotiations at the CXO level and be an effective mentor to pass these skills to your team via regular training and coaching sessions.
- Excellent financial acumen, process and policy management skills
- Strong customer management skills including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.
- Bachelor's Degree
- Knowledge of salesforce.com product and platform features, capabilities, and best use
- Experience negotiating complex multi-year services contracts.
- Experience with an enterprise CRM or customer service application. Experience with salesforce.com is required .
- Ability to manage transactions through different stages using technology.
- Possess solid negotiation skills that allow for value-based contract negotiations at the CXO level
- Experience negotiating complex multi-year services contracts
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Posting Statement
At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
Salesforce welcomes all.
Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.
For Colorado-based roles, the base salary hiring range for this position is $103,320 to $138,180.
For Washington-based roles, the base salary hiring range for this position is $103,320 to $138,180.
For California-based roles, the base salary hiring range for this position is $113,680 to $152,040.
Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.
Gepostet am 28. Feb. 2024.
