Manager, Renewal Management

2 weeks ago

Sydney, 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.

Manager, Renewal Management

Genesys Renewal Management consists of dedicated, high-performing Renewal Managers who work with customers and partners to prescribe, negotiate, and secure renewal orders accretive to the business. Success is dependent upon close collaboration with the Customer Success & Services Organization and other functions across Genesys to ensure holistic proposals and value-driven commercials based on customer need, roadmap, and sentiment. Renewal Management has a proven track record for execution, consistent improvement, and target attainment.

This role will be accountable for results, high consultative/coaching skills, and recommend, orchestrate, and ensure adoption of the right strategies to deliver higher net renewal/retention rates through price increases and other commercial plays. They will work closely with related functions in Genesys for both strategic and process-oriented projects.

They will mentor Renewal Managers who require the building of strong relationships, ability to persuade, and who deliver intelligent negotiations through objective conversations. Genesys renewals are complex, fast-paced, and require agility both internally (system complexity) and externally (various customer circumstances different by platform/roadmap).

What You’ll Do:
In this role, the primary responsibilities will include (but are not limited to):
- Actively participate in and lead a regional team that executes a renewal discipline across all Genesys platforms that results in maximum retention rates through protecting customer relationships and growing recurring revenue.- Deliver accurate in-quarter and future state forecasts, by customer, for gross and net renewal and retention rates including both known risk and uplift via price increases.- Provide regular forecast updates including bottoms-up view by customer, timing of renewal booking, risk of churn, opportunity for price action, and expected closure dates.- Understand success criteria and formula behind calculating gross and net retention.- Establish regular cadence that reports on / raises awareness across trends that may inform different strategic priorities; examples: 1) excessive churn across specific industries, business reasons, etc. 2) price increase limitations across specific geos or platforms- Work closely with Customer Success leaders for awareness of renewal risk and opportunity for expansion at time of renewal; collaborate and deliver intelligent and optimal renewal events that truly deliver a positive customer experience built on business requirements while protecting recurring revenue retention.- Establish key partnerships with sales team to align on joint renewal + expansion opportunities including strategic measures in parallel with active migrations.- Partner closely with cross-functional resources internally to ensure smooth, scalable, and accretive commercial offers, including but not limited to: Deal Support, Legal, Order Management, Accounts Receivables/Collections, Product Management, etc.- Follow established escalation protocol for quote approvals including price negotiations and special terms relating to the renewal contract and/or future state recurring revenue.- Maintain strong knowledge of Genesys core values and success criteria complimentary to delivering exceptional customer experiences.- Maintain product knowledge enough to make informed decisions that align economics of a renewal contract to the roadmap and value realization customers receive from full usage, adoption, and expansion.

You’ve been there and done this- You should have a Bachelor’s Degree in a business or financially related field, however we value experience more. A lot of it. You will need at least 10+ years experience participating in a recurring revenue-generating field, ideally with enterprise accounts and complex partners.- Proven record of meeting/exceeding established goals- Familiarity with CX (industry and technology) to better understand customer interactions and desired outcomes.- Strong ability to build rel

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