Offer summary

Qualifications:

Bachelor's degree in Business, Management, or a related field., Strong communication and interpersonal skills to engage with customers and cross-functional teams., Experience in project management and handling high-volume pipelines., Proficiency in using CRM tools like Salesforce and data analysis for reporting..

Key responsabilities:

Manage all pre-renewal processes and ensure timely execution of renewal invoices.

Collaborate with cross-functional teams to secure renewal-related purchase orders and quotes.

Serve as the main point of contact for renewal inquiries and escalate issues as necessary.

Track renewal progress and identify opportunities for process improvement to enhance customer experience.

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a leading provider of advanced in-store analytics for the retail industry. Through AI-powered analytics, real-time data collection, and cutting-edge technology with a focus on delivering data-driven insights, they enable retailers to optimize store performance, enhance customer experiences, and drive sales growth. This helps businesses make informed decisions to stay competitive in the ever-evolving retail landscape.

About the Role

The Renewal Manager is responsible for owning all pre-renewal processes to ensure efficient and seamless execution of renewal invoices. This role collaborates closely with Customers, Retail Engagement Managers, Account Directors, and Sales Ops to manage a busy pipeline of renewals, proactively mitigate risks, and ensure a seamless and positive customer experience.

Work hours: Monday - Friday, 8AM - 4PM PST (11PM - 7AM MNL Time)

Work set-up: Remote

What you'll do

Work with cross-functional teams to identify the appropriate customer contacts for renewals
Send renewal quotes to customer contacts
Work with customer teams to secure all renewal related purchase orders (POs).
Serve as the main point of contact for all renewal-related questions (Own and manage each project from start to end)
REMs should be looped in as needed to resolve any sales related concerns (Pricing, etc) from the customers (REMs will introduce the Renewal Manager to customers).
Prepare co-termed renewal analysis if received notification from customer/REM that the accounts plan to co-term in the near future.
Obtain active license reports from the cloud (CAM Inventory Export) and filter for software licenses.
Compare the license report with NetSuite (NS) to identify and resolve variances.
Check Salesforce (SFDC) for renewal software pricing and confirm whether the account has a co-term date and correct uplift percentage.
If the customer expresses concerns, escalate the issue to REM and AD; legal review may be required for quote language updates.
Create renewal opportunities and collaborate with Sales Ops to create quotes, ensuring alignment of pricing, quote term, billing address, etc.
Proactively follow up with customers for POs to streamline the handoff to the billing/collections team for final processing.
Escalate delays in obtaining renewal po’s to the Account and Collection teams
Manage a high-volume renewal pipeline, ensuring timely follow-ups and execution alongside ADs and REMs.
Provide an exceptional customer experience through thorough and prompt responses to all inquiries Track and report on renewal progress, identifying bottlenecks and opportunities for process improvement.
Ability to comfortably discuss the renewal process along with challenges and opportunities for improvement with customers, often executive level stakeholders
Ability to identify appropriate communication medium to move swiftly towards resolution, e.g. email vs phone call
Flexibility to join calls, periodically at times outside of one’s own traditional working hours, to accommodate customers’ time zones and schedules