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Job Category
Customer Success
Job Details
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The Director, Renewals is a lead role in the Customer Success and Growth organization at Salesforce. The Renewal Director is responsible for leading one or multiple teams of renewal professionals dedicated to protecting and growing revenues in their designated territory. The Director is responsible for leading the vision and strategy for their team's activities, including, identifying and forecasting attrition risk, design and execution of renewals strategy in territory and working with leaders in Sales and Customer Success.
The successful candidates will have excellent communication and Interpersonal skills, a strong understanding of Salesforce products and culture and previous experience in a leadership role. The Director, Renewals is responsible for ensuring that their teams are focused on minimizing financial attrition, locking in the most favorable terms, identifying growth opportunities and passing their findings and data insights back to the business. Directors are responsible for ensuring that their team and their customers are set up for success while maximizing the financial results for Salesforce.
Responsibilities:
- Lead one or multiple teams of dedicated renewals professionals and initiate and develop strong alignment with key stakeholders at the executive level in order to influence other teams to help to shape policy/process, identify gaps and proactively address them.
- Support direct reports by participating and leading in client meetings and engaging other corporate resources as required as well as ongoing mentoring and development of the global team
- Be a trusted advisor to Sales and Customer Success leadership in your territory and build a Monthly meeting cadence with Sales and Customer Success leadership within your territory
- Weekly forecast meetings with the team to drive forecasting excellence and accuracy and develop and educate on best practice across the team
- Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal. Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust.
- Take a lead role in collaborating with internal resources (Competitive Intelligence, Pricing, Product Management, Customer Success, Account Executives, etc...) to develop comprehensive 'win' strategies for renewals.
- Ensure that your team is effectively Identifying customer requirements, uncovering roadblocks, and demonstrating strong account management and commercial capabilities to drive their renewal events to on-time closure and customer success
- Provide executive management with complete visibility to renewals, solicit executive involvement as required and communicate risk clearly and take the lead in developing resolution strategies.
- Ensure that your team adheres to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations. Accurately maintain and accurately forecast a rolling 120 day forecast of renewals in your territory.
- Ensure your team achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons
Required Skills/Experience:
- 10 or more years of demonstrated success in a Sales, Operations, or Account Management capacity with a strong focus on negotiating contracts.
- Previous experience of leading, developing and mentoring a team for success
- Proven track record of overachievement of quota and KPIs and very strong organizational, operational and analytical skills
- Demonstrated ability to effectively articulate the Salesforce value proposition. Experience with salesforce.com essential.
- Possess exceptional negotiation skills that allow for value-based contract negotiations at the CXO level and be an effective mentor to pass these skills to your team via regular training and coaching sessions..
- Excellent financial acumen, process and policy management skills
- Strong customer management skills including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers.
- Ability to manage, analyze and track data for a sophisticated and often complex renewal cycle
- Ability to work in a fast-paced and an often rapidly changing environment and must be able to travel 3-5 times a year to attend team meetings
- Bachelor's Degree
Desired Skills/Experience:
- Knowledge of salesforce.com product and platform features, capabilities, and best use
- Experience negotiating complex multi-year services contracts.
- Experience with an enterprise CRM or customer service application.
- Ability to manage transactions through different stages using technology.
- Possess solid negotiation skills that allow for value-based contract negotiations at the CXO level
- Experience negotiating complex multi-year services contracts
Leadership Qualities:
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
THOUGHT LEADER: Strong point of view and executive presence. Confident, but not arrogant, great storyteller
URGENCY: Ability to move fast and drive business value and results
OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company's core values
ADAPTABLE: Excels in high levels of uncertainty and change
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