Renewal Manager

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Position Purpose

This position will work to enable execution on the Genesys mission, to power the world’s best customer experiences. The Renewal Manager is responsible to secure and grow recurring revenue and bookings for existing customers by applying Genesys best practices for recurring revenue management.

Key Responsibility

The Renewal Manager is responsible to obtain Renewal Orders, prior to expiration of the current coverage period, for all recurring revenue across cloud, on-premise, subscription, etc.  This Customer/Partner-facing specialization focuses on renewing contracts by applying Genesys best practices for recurring revenue management.

Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):

• Exceed quarterly and annual budgets and drive recurring revenue growth in region.
• Maintain a pulse on renewals in territory 150+ days in advance of expiration and through to closure e.g., understand current risk, key stake holders, potential for platform migration, account activity including license deals in process, and opportunity for expansion or revenue growth.
• Accurately forecast recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.
• Identify at-risk renewals (predictive churn/attrition) and orchestrate remediation plans to secure renewal.
• Secure Renewal Orders for customer contracts prior to expiration of the existing term.
• Manage renewals according to company KPIs.
• Identify, understand, predict, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another. 
• Educate customers on subscription value in close alignment with Customer Success Managers and Partner Success Managers.
• Align and sell renewal offerings that address business outcomes in accordance with the Customer/Partner Success Plan.
• Ensure proper application of company governance, policies, and pricing practices are honored throughout the renewal negotiation.
• Ensure existing contract terms and conditions are documented in the renewal quote.  Demonstrate understanding of customer terms and leverage opportunities to maximize revenue accordingly.
• Proactively build and identify opportunity signals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.)
• Demonstrate knowledge of company Customer Success values, commit to ongoing best-in-class performance, and deliver an exceptional customer experience.
• 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 (i.e., upsell).
• Collaborate with cross-functional partners to drive accelerated renewal negotiations and maximize selling opportunities and account retention.
• Validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies in accordance with company buying/licensing rules.
• Validate usage reports and historical trending, align with Customer Success Managers and Account Teams, to drive expansion and upsell opportunities at the time of renewal.
• Collaborate with internal partners on special agreements for new customer and renewal transactions.
• Handle escalations related to negotiations, customer questions and requests in accordance with company procedures and deal approval processes.
• Contribute to the design of renewal processes, best practices, and methodologies.
• Demonstrate knowledge of and participate in special programs (e.g., Compliance, Reclamations,
• Migrations and Platform Evolution).
• Participate in special projects.
• Train and mentor Associate Renewal Managers. 

Required Qualifications

• 5+ years of experience negotiating, closing, and selling software, software subscriptions, software maintenance, or renewing subscriptions in global technology organization.
• Undergraduate degree
• Strong written and verbal communication skills in English language
• Effective communication including active listening, collaboration, persuasion, and conflict management.
• Fortitude, tenacity, accountability, and results-oriented
• Demonstrated ability to negotiate, manage conflict, build consensus, trust, and relationships with internal and external stakeholders and peers.
• Ability to prioritize, manage time, and manage multiple streams of work simultaneously.
• Demonstrated ability t