Renewal Manager

5 months ago

Melbourne, Australia Genesys Full time

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Renewal Manager

You will be responsible to obtain Purchase Orders, prior to expiration of the current coverage period, for all recurring revenue across cloud, on-premise, subscription, etc.

What You’ll Do

The Primary responsibilities for this role include (but are limited to).- Meet/exceed quarterly and annual budgets; drive recurring revenue growth in region.- Maintain a pulse on all renewals in given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stake holders, potential for platform migration, account activity including license deals in process, opportunity for expansion or revenue growth.- Accurate forecasting of recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.- Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address issue(s)- Secure Purchase Orders / Service Orders for each renewal prior to expiration of the existing term.- Manage renewals according to Genesys Key Performance Indicators which monitor wellness of the business.- Understand, predict, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another.- Manage indirect renewals according to Genesys KPI’s as well as Partner KPI results and when necessary, work with Partners on areas that require improvement.- Engage with customers and partners, in close alignment with Genesys Customer Success Managers and Partner Success Managers, to educate on the value of their on-going support/subscription.- Align and sell renewal offerings that address business outcomes in accordance with the Customer/Partner Success Plan- Manage renewal negotiations according to Genesys renewal best practices and disciplines-
- Ensure existing contract terms and conditions are in with the renewal quote and negotiation. Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.- Maintain strong knowledge of the Genesys Customer Success values and commit to deliver an exceptional customer experience across all interactions.- Ability to articulate and sell value around Customer Success offerings and identify upsell opportunities for incremental growth through adoption of add-on service elements throughout the customer lifecycle (ie: upsell).- Work cross-functionally to drive accelerated renewal negotiations as necessary: Quoting Specialists, Sales, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation, etc.- Remain familiar with Genesys buying/licensing rules; validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies.- Validate usage reports and historical trending, in concert with Genesys Customer/Partner Success Managers and account teams, to drive expansion and upsell opportunities at the time of renewal.-
- Follow escalation procedures as documented; abide by Genesys Deal Approval Processes.- Outbound Programs, e.g. Compliance, Reclamations, Migrations and Platform Evolution.

You’ve been there and done this...- 3 years+ selling and closing experience with software, software maintenance, or renewing subscriptions in a SaaS capacity.- Graduate degree in BA/BS- Language skills: English- Sense of accountability, fortitude, and tenacity to achieve results- Superior active listening skills- Excellent objection-handling, conflict management, and negotiating abilities- Strong collaboration skills and ability to work alongside multiple team members- Strong time-management and organization skills- Ability to multi-task and manage multiple streams of work simultaneously- Excellent written and verbal communication skills- Ability to effectively communicate with internal stakeholders- Highly persuasive- Highly resourceful when need to overcome barriers and objections- Proven record of meeting/exceeding established goals- Abilit

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