Manager - Customer Success Renewals

Job Overview

The Manager of Renewals manages a team of Renewals Managers. The Manager, Renewals will provide leadership and support to the RM's in order to increase service agreement renewals. The Manager will be responsible for driving an accurate renewal forecast, account renewals 120 days prior to contract expiration and executing all renewal back-end work in a timely manner for all responsible accounts. The ideal candidate must be a self-starter, results-driven individual, with strong interpersonal skills who adapts well to a fast-paced environment, providing a high degree of service and responsiveness to our customer and business needs. Success in this role requires a high level of organization and coordination with cross-functional teams such as Customer Success, Account Managers, Legal, Finance, and others. The Manager, Renewals reports to the Chief Customer Officer.

• Manage a team of Renewal Managers with emphasis on results and employee morale
• Ensures successful renewal of customers within assigned segment and territory through coaching and mentoring a team of Renewal Managers and Customer Care Specialists
• Participate in the development, enforcement, and compliance of a service level agreement inclusive of defined problem-resolution expectations/timeframes for end users
• Manage Renewal resources for optimal performance inclusive of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
• Engage with customers as needed to help mitigate risk and ensure renewal.
• Monitors trends and themes to provide feedback to Professional Services, Labs, Sales and the Training Services team
• Review, Improve, and Manage performance metrics of Renewals activities designed to identify problem areas, areas of potential efficiency gain, and enhancements to service that would prevent problems in the future. Key areas of focus will be accurate roll up of renewal forecasting with RPI, along with loss forecasting.
• Participate in all aspects of staff planning inclusive of performing interviews and providing feedback on promotions, developing/maintaining a training program that promotes greater customer service and technical knowledge, and assisting in the professional/technical development of team leaders.
• Ensure a fun, dynamic work environment & build merit-based culture which appeals to the top talent in the field
• Lead and coach the team structuring appropriate training and development and eliminating roadblocks to team performance
• Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully. Owns the selection process
• Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies.
• Demonstrates a sense of urgency and takes initiative
• Maintains flexibility and reacts to change appropriately
• Receives and takes action on feedback and lessons learned for continual professional improvement and development.
• Takes measures to enhance body of knowledge and skill set through training

• Minimum of 5 years of renewals, technical account support or account management experience desirable; or bachelor's degree; or relevant experience
• Minimum of 2 years of experience in a staff leadership position or relevant experience
• Prior SaaS Customer Service or Account Management leadership a plus
• Must have good working knowledge of Windows/Mac OS and its components
• Understanding of database theory and design are a plus, but not required
• Multi-task capable with strong time management skills
• Ability to be flexible in work schedule including nights
• Experience with HRIS, CRM and / or ATS is a plus
• Familiarity with Technology Customer Support reporting, KPIs and SLAs
• Advanced customer relations skills
• Must be able to work under pressure and adapt to change
• Resolution oriented, takes initiative
• Proven success in leading high-performance teams, achieving results through others, and being a strong team player
• Ability to work independently and be proactive in a high-performance environment
• Possess a strong sense of ownership and accountability
• Ability to work well under pressure and flexible in adapting and responding to changing situations
• Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively orally and in writing across multiple stakeholder groups both internally and externally
• Ability to organize and manage multiple, and at times competing priorities
• Strong customer orientation focus and success in creating a superior Customer Experience
• Demonstrated ability to establish credibility, trust and partnerships at all levels of an organization

• BA/BS or equivalent in Technology, Business, Six Sigma or related field