The opportunity
You'll work within CX Operations, partnering closely with Renewals and Customer Success leadership, Sales, Finance, Revenue Technology, and Revenue Analytics. These partnerships connect renewal execution with the processes, systems, and data that support it.
What you'll do
Own and continuously improve the end-to-end renewal operating model; from: renewal identification, assignment through risk management, quoting, through to close and post-renewal data hygiene processes.
Develop and improve the operating cadences that guide the renewal business,: with a focus on efficiency and process improvement.
Define, maintain, and evolve retention reporting with cross-functional: partners, including gross and net retention, churn and downgrade analysis, and the drivers behind each.
Partner with Revenue Technology, Revenue Analytics, Finance, and other: stakeholders to improve Salesforce and the systems and data flows supporting customer relationship management (CRM), subscription and entitlement records, quoting, orders, billing, and reporting. Translate business needs into requirements, validate solutions, and strengthen data quality and operational controls.
Simplify and scale the renewal motion through automation, standardized: workflows, alerts, playbooks, and self-service insights that reduce manual effort and improve execution consistency.
Support renewals planning and capacity management, including segmentation: implementation, coverage models, productivity assumptions, capacity modeling, supporting target setting, and scenario planning.
What they're looking for
- Own and mature the Renewal Operations case-management program, including: intake, triage, routing, service-level visibility, resolution, and root-cause analysis. Requests may include user migrations, de-duplication, Renewal Manager ownership changes, compensation exceptions, and Salesforce or data issues.
- Raise the operating standard in your domain by documenting processes,: mentoring others on how the renewal motion works, and contributing to broader Revenue Operations initiatives that need the renewals perspective.
