Associate Renewals Manager

As an Associate Renewal Manager in the Global Renewals Team, your role involves managing the renewals queue, which includes triaging and resolving renewals related requests. You will collaborate with the Sales, Customer Success, and Finance departments to address inquiries and maintain a high level of customer satisfaction. Your responsibilities also include identifying opportunities for process improvements, stakeholder management, mitigating financial attrition, negotiating favorable terms, and managing contract modifications. Your primary objective is to optimize customer retention and enhance financial outcomes for Salesforce. **Responsibilities:** - **Renewals Request Management:** Oversee the renewals queue, ensuring all renewal requests are accurately categorized, prioritized, and assigned - **Stakeholder Communication:** Maintain clear communication with Sales, Customer Success, and Finance teams, providing regular updates on renewal cases - **Customer Interaction:** Manage renewal inquiries and issues, aiming for high customer satisfaction, SLA adherence, accurate resolution, minimized attrition, and favorable terms - **Contractual Administration:** Handle tasks such as contract merging, account name changes, and updating billing contacts - **Renewal Tracking:** Track renewal changes to desired outcomes, including extensions, internal case logging, and quote creation - **Process Optimization:** Identify trends and recommend improvements to enhance renewals process efficiency - **Reporting:** Generate and analyze performance reports, providing insights and recommendations for continuous improvement - **Collaboration:** Work with cross-functional teams to resolve complex renewal cases and improve the renewals process - **Best Practices Adherence:** Follow best practices for internal processes, including Opportunity Management, Data Quality, Quotations, case queue hygiene, status updates, and SLA requirements **Required Skills/Experience:** - 2+ years of demonstrated success in a Sales, Operations, or Account Management capacity with a focus on negotiating contracts - Strong written communication skills - Possess negotiation skills that allow for value-based contract negotiations with customer billing contact - Strong process management and ability to manage a high volume of transactions and tasks. Customer management experience - Bachelor's Degree **Desired Skills/Experience:** - Knowledge of salesforce.com product and platform features, capabilities, and best use - Experience with an enterprise CRM or customer service application. Experience with salesforce.com a significant plus - Ability to manage transactions through every stage **Leadership Qualities:** - **PASSION:** Passionate about Customer Success - **BEGINNER'S MIND:** Always learning, approaches each interaction with an open mind, great listener and hands-on - **URGENCY:** Ability to move fast and drive business value and results - **OHANA:** Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart - **TRUST:** Trust the company's core values - **ADAPTABLE:** Excels in high levels of uncertainty and change (Note: Any additional details about the company were not present in the provided job description),