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Renewals Manager

WalkMe

WalkMe

London, UK
Posted on Monday, May 20, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
As a WalkMe Renewal Manager, you will play a crucial role in ensuring the continued satisfaction and retention of our client base. You will be responsible for managing the renewal process, fostering strong client relationships, and identifying opportunities for upselling and cross-selling.
The ideal candidate will possess excellent communication skills (both verbal and written), a deep understanding of the contracts being renewed, a proactive approach to customer success, ability to collaborate and ensure alignment between internal and external stakeholders throughout the renewal process, and good project management skills to ensure renewals are completed on time.

What You'll Own

  • Own and manage the end-to-end renewal process for a defined Book of Business.
  • Report to senior management on the portfolio of accounts, focusing on renewal attainment and recommended course corrections
  • Maintain accurate and up-to-date records of client interactions and renewal statuses.
  • Provide regular reports and forecasts to leadership regarding renewal pipeline, risks, and opportunities.
  • Report to senior management on your Book of Business, focusing on renewal attainment and recommended course corrections
  • Implement strategies to increase customer retention and reduce churn through the defined renewal processes
  • Partner with Account Executives and Customer Success Managers to sell multi-year subscription renewals and demonstrate the business value of the software subscription & services.
  • Strategize with the Customer Success Manager and Account Executive on different renewal scenarios for each client and directly negotiate all terms with client procurement teams
  • Prepare proposals, including renewal rate calculations, and order form preparation and utilize frameworks for exceptions for approvals
  • Work closely with Installed Based leadership, finance, legal & Order Management to ensure all contracts are accurate while also verifying contracts, data integrity of all quotes, review terms and conditions.
  • Respond to questions from Customer Success Managers, Account Executives and Bonterra leadership on any aspect of the renewal

What You'll Need to Succeed

  • 3 years of B2B SaaS renewals experience working with large, enterprise-level accounts (> $100k ACV) from a similar role (such as customer success, account management, SDR, BDR, or a related role)
  • Experience in driving renewals with predictability and delivering against targeted gross retention rates.
  • Ability to negotiate terms for complex deals while maintaining great client relationships.
  • Superior time management skills; excellent attention to detail
  • Extensive experience managing clients with Salesforce.com
  • Ability to adapt quickly in a fast-paced environment, but also an interest in helping build & rollout sustainable processes
  • Ability and willingness to mentor and coach junior renewal team members
  • Proactive attitude with a focus on problem-solving and exceeding client expectations.
  • Proven ability to successfully lead renewals with high gross retention, predictability, and customer experience

We value collaboration and understand the importance of a healthy work-life balance. To support, we offer:

  • Flexible Work Arrangements: We offer a hybrid work place with flexible hours to help manage work commitments and personal life effectively.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Volunteer Time Off: We encourage team members to become involved in their communities, granting everyone 8 hours of paid time off to spend volunteering through WalkMe or at a place of their choosing.
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request to recruiting@walkme.com.
TO ALL RECRUITMENT AGENCIES:
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.