Customer Renewals Manager

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

As a Renewal Manager at Gong, you’ll play a key role in managing the renewal process of our fast-growing Corporate customer base while working closely with Digital Support and Customer Success as needed to ensure a #ravingfans customer experience. Renewal Managers are responsible for managing the contract renewal process for Gong’s platform and services. This role focuses on ensuring customer retention, maximizing renewal rates, and identifying opportunities for upselling or cross-selling. You will also be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency.

RESPONSIBILITIES

• Manage the end-to-end renewal process for all assigned contract renewals, ensuring timely and successful contract renewals.
  
• Identify opportunities for upselling and cross-selling additional products or services to existing customers.
  
• Develop and present compelling value propositions that meet customer needs.
  
• Drive live engagements directly with customers to ensure partnership alignment and negotiate agreements for the next contract term
  
• Develop and execute strategies to maximize renewal rates and minimize churn.
  
• Enlist the efforts of Digital Customer Success and senior leadership when necessary to accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
  
• Own contract processes to close - including reviewing renewal details, quote creation, maintenance of Gong dealboard and Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature to close.
  
• Identify at-risk accounts and put together a strategy to secure the renewal, as needed
  
• Partner with CS Ops and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency
  
• Identify opportunities to expand Gong’s footprint and differentiated value within an account as part of the renewal process
  
• Establish and maintain effective, cooperative working relationships with customers, both via phone and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc. 
  

QUALIFICATIONS 

• Intellectually curious self-starter with a knack for problem-solving
  
• Proven experience in a customer-facing role, preferably in sales, account management, customer success, or renewal management.
  
• Experience managing and negotiating contracts, developing pricing proposals based on customer need, with a track record of successful closing of renewals and upselling is ideal. 
  
• Experience with Salesforce (particularly working with the ‘opportunity’ object), prospecting/engagement tools, and other relevant tools. 
  
• Proven strengths in outbound prospecting skills 
  
• Has managed a book of business or prospect target list effectively
  
• Comfortable with a high volume of accounts and live engagements with prospects/customers
  
• Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
  
• Phenomenal organizational skills and attention to detail
  
• Previous B2B SaaS and/or enterprise software experience

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal