Senior Manager - M&S Renewals & Order To Cash Operations

Summary

The Senior Manager M&S Renewals (EMEA & Growth Regions) will be responsible for leading the M&S Renewals operations across EMEA and Growth Markets. This role owns the end-to-end M&S Renewals lifecycle from quote generation to order booking, license fulfilment, and invoicing ensuring operational excellence, commercial compliance, and a best-in-class customer experience.
The role requires strong commercial acumen, process discipline, and stakeholder management to drive regional renewal performance and enable revenue retention across diverse markets.

Key Responsibilities:

1. Renewal Quoting & Execution

• Own and manage the end-to-end M&S Renewals quoting process for EMEA and Growth Regions, ensuring quotes are accurate, timely, and aligned to contract and policy requirements.
• Partner with regional Sales, Customer Success, and Finance teams to ensure pricing accuracy, entitlement validation, and commercial compliance.
• Proactively manage the renewal pipeline, ensuring timely quote creation and engagement ahead of contract expiry.
• Drive standardization and quality controls across quoting practices to minimize rework and improve turnaround times.

2. Downstream Order Management, License Fulfilment & Invoicing

• Lead all post-quote activities, including Order Booking, License Fulfilment, and Invoicing, ensuring seamless transition from quote to cash.
• Ensure compliance requirements across all downstream processes.
• Drive resolution of operational bottlenecks or system issues impacting order flow, entitlement visibility, or customer satisfaction.

3. Revenue Retention & Regional Forecasting

• Maintain full visibility of the EMEA & Growth Regions renewal book, ensuring consistent renewal forecasting and tracking of revenue performance.
• Identify renewal risks, revenue leakage points, and process inefficiencies, driving timely intervention with regional stakeholders.
• Provide regional insights and analytics to leadership on renewal trends, customer behaviour, and operational metrics.

4. Process Excellence & Governance

• Implement and uphold standardized processes across quoting, order management, fulfilment, and invoicing.
• Partner with global operations and IT teams to enhance system automation and ensure data integrity across CPQ, CRM, and ERP platforms.
• Support internal audits and compliance reviews to ensure renewals adhere to corporate governance, pricing, and approval frameworks.
• Lead continuous improvement initiatives to enhance efficiency, accuracy, and regional responsiveness.

5. Team Leadership & Stakeholder Collaboration

• Lead a high-performing renewals team supporting EMEA and Growth Markets, fostering accountability, operational rigor, and customer focus.
• Collaborate closely with Commercial Managers, Sales, Customer Success, and Finance teams to align on priorities and execution.
• Provide coaching, development, and performance management to strengthen the renewals capability in the region.
• Represent the region in global renewals leadership forums, driving consistency and sharing best practices.

Qualifications & Experience:

• Bachelors degree in Business, Finance, or related discipline; MBA preferred.
• 10+ years of experience in Renewals, Sales Operations, or Commercial Deal Desk, with a focus on Maintenance & Support (M&S) portfolios.
• Strong understanding of license entitlement management, order processing, and quote-to-cash operations.
• Proven experience managing regional operations across EMEA or other diverse markets.
• Proficiency in CPQ, CRM (Salesforce preferred), and ERP (SAP/Oracle) systems.
• Strong analytical and stakeholder management skills, with the ability to operate effectively in a matrixed, global environment.
• Demonstrated leadership skills with the ability to inspire teams, influence cross-functional stakeholders, and drive change in a matrixed organization.