Renewal Manager, Key Accounts

Description

Sprout Social is looking to hire a Renewal Manager, Key Accounts to the Sales & Success team.

Why join Sprout’s Sales & Success team?

Joining the Sales and Success team is an opportunity to accelerate your career. We’re a winning team selling and supporting the leading social media management platform for businesses. Not only do you get to work alongside some of the sharpest minds in the industry, you also get to work with some of the biggest brands in the world ​​including Kroger, Reebok, Salesforce, and Canva. And the real kicker? You get to design your own career and follow the path that’s best for you. Wherever you want to go, we’re committed to helping you get there. 

What you’ll do

• Become a Sprout Social and Social Media expert to confidently speak to ever-changing trends, new product features, and platform enhancements to help assist in conversation around extending contract terms
• Successfully execute renewals for Sprout Social’s customers.
• Partner with the Manager of Customer Success, Renewals to define key success metrics for your role and how you will measure against them.
• Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
• Work with customer buyers and approvers from varying departments (Marketing, Operations) to secure necessary approvals
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.
• Maintain product expertise across our platform and serve as the central contact for your customers for renewals.
• Contribute to achieving quarterly assigned team sales retention quotas, including identifying upsell, cross-sell and expansion opportunities where applicable
• Partner with Customer Success Manager and Customer Growth sales team to drive favorable renewal outcomes and to ensure alignment and awareness on renewal activity
• Review to-date performance with your manager, identify areas of improvement and establish a plan for career development. 
• Document activities in Salesforce, prepare and maintain accurate reports and forecasts

What you’ll bring

The ideal candidate will be an energetic, client-focused individual who enjoys negotiating, problem-solving, and helping customers achieve maximum value.

The minimum qualifications for this role include:

• 2+ years of experience in sales, customer success or business services with a strong
  emphasis on customer retention
• Proven experience managing complex enterprise-level accounts
• Documented success contributing to shared portfolio retention and growth goals

Preferred qualifications for this role include:

• SaaS/Software/Technology experience
• Excellent communication, writing skills, and a passion for customer experience
• Experience with Salesforce.com or similar CRM

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
• Partner with the Manager of Customer Success, Renewals to define key success metrics for your role and how you will measure against them.
• Acclimate yourself with the day-to-day responsibilities of Sprout’s Success Team by shadowing team members, listening to recorded customer calls, and working closely with our dedicated Enablement Manager. 

Within 3 months, you’ll start hitting your stride by:

• Receive your dedicated book of renewal business and begin familiarizing yourself with your customer base.
• Work with customer buyers and approvers from varying departments (Marketing, Operations) to secure necessary approvals
• Respond to high-impact customer issues in a fashion that inspires continued customer loyalty.

Within 6 months, you’ll be making a clear impact through:

• Contribute to achieving quarterly assigned team sales retention quotas, including identifying upsell, cross-sell and expansion opportunities where applicable
• Partner with Customer Success Manager and Customer Growth sales team to drive increased or flat renewals and to ensure alignment and awareness of renewal activity
• Review-to-date performance with your manager, identify areas of improvement and establish a plan for career development. 

Within 12 months, you’ll make this role your own by:

• Propose and execute independent projects benefiting the whole of Customer Success or Sprout as an organization. 
• Identify individual strengths and how to apply them effecti