Job Overview
As a Renewal Manager, you will partner with a book of SMB accounts to deliver renewal contracts in a timely manner. Using leading industry tools such as Salesforce and Clari, you will build quotes with historical account data and insights, as well as negotiate contracts based on customer goals and expectations. With the additional support of cross-functional experts, you'll ensure high renewal rates, customer satisfaction, and account growth.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We're passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
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Responsibilities
- Owns the renewal experience for assigned accounts to provide a seamless customer service experience
- Reviews, revises, and delivers renewal quotes to customers
- Follows a defined process and SLAs for delivery of renewal quote
- Negotiates renewal commercial terms directly with customers
- Coordinates and supports growth opportunities tied to a renewal
- Engages internally for legal, financial, product and/or service concerns with the customer
- Develops, submits, and manages Renewal Forecast and reports up to management
- Continuously improve the renewal experience by connecting with clients to determine ongoing satisfaction; provides demonstrated value of iCIMS product services and emphasizes the client's return on investment
- Manages the contract renewal process inclusive of affirming and/or reestablishing the value of iCIMS software to all key client stakeholders and presenting our long-term vision as a technology partner
- Engages with customers to identify growth opportunities and at-risk situations
- Assesses customer needs and effectively links product value, features/benefits to those needs
- Develops and maintains current product knowledge and can explain the business value of our offerings
- Maintains accurate and current records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Consistently ensures that business is always conducted with integrity and that behavior aligns with client core values
- Understand & deliver iCIMS Standardized practices for Customer Success such as building a recurrent customer engagement with customers, support mutual success plan and business review to ensure customer satisfaction.
- Leverage Gainsight and analytics platforms to build a deep understanding of customer adoption, data insights, and process while understanding overall account health.
- Partner internally on the overall customer journey to ensure customer satisfaction. This may include supporting a customer with questions about the solutions, providing best practices, conducting high level walkthroughs, and/or routing questions to the appropriate resource.
- Support customer understanding of the iCIMS support model and training resources to drive proficiency and self-service capability.
- Effectively prioritize and manage customer projects, own customer satisfaction by driving accountability and creating positive experience with customers.
Qualifications
- Experience in a customer facing role with accountability for renewals or customer success in a SaaS environment or experience in a talent acquisition role responsible for TA technology stack success.
- Experience forming relationships at multiple levels of the customer to communicate and negotiate renewal contracts.
- Ability to prioritize competing requests from customers, partnering internally with key stakeholders to ensure smooth process.
- Experience working in a sales driven role tied to software negotiation.
- Ability to use and present data and analytics to build practical insights for customers.
EEO Statement
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits