insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!

Summary

We are looking for a leader to guide our Retention Team driving the renewal opportunity and risk mitigation for customers worldwide. The ideal candidate will have a strong understanding of renewal best practices and be passionate about the customer experience. In addition, they will be motivated by team member growth, process efficiency, data integrity, and general improvement to provide the best renewal experience.

Responsibilities

• Own renewal process for customers worldwide, across multiple product lines.
• Lead a team of Renewals Managers and Retention Associates responsible for investigating historical contracts, engaging customer contacts, negotiating renewal contracts, and addressing any customer concerns that may prevent them from renewing
• This includes all conversations around a customer’s renewal needs including but not limited to technical support, customer experience, cost-saving initiatives, the discovery of cross-selling opportunities, etc.
• Lead team to employ creative strategies for churn mitigation, improved retention rates, and re-engaging canceling customers
• Forecast renewal activity, identify trending opportunities/challenges, and provide recommended solutions to maintain satisfied customers
• Leverage data to ensure accurate projections of retention rates, monitor at-risk trends, and apply a data-driven approach to improving metrics
• Drive team growth through effective and strategic hiring by working cross-functionally with the recruitment team, as well as work to educate and promote direct reports
• Drive collaboration with other teams and leaders to enhance processes

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Drive & Discipline – ability to focus and work hard to achieve the right results
• Customer Focus - Enthusiastic about making clients successful
• Integrity – high ethical standards and doing the right thing even when others aren’t looking
• Mental agility – a keen intellect and comfort with complexity; enjoy tackling new challenges and solving problems
• Detail-orientation – be thorough and consistently deliver high-quality work

Qualifications

• Minimum five years combined years of experience in Renewals, Account Management, and or Operations in the software industry
• Experience leading, coaching, or mentoring a diverse team
• Knowledge of CRM systems, preferably Salesforce.com, required
• Knowledge and experience reviewing and comprehending contract terms, preferably in software
• Experience with customer escalations and negotiations
• Ability to work cross-functionally with other departments and leadership
• Experience arranging projects and tasks to meet company priorities (daily, weekly, monthly)
• Comfortable in a highly autonomous role with strong organizational skills
• Knowledge of CPQ, SalesLoft, NetSuite, and other related tools a plus

All your information will be kept confidential according to EEO guidelines.

** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **