Manager, Commercial renewals Job at Blackbaud (Hyderabad)

Job Description

The Manager, Commercial Renewals will have responsibility for one of the most profitable and important revenue lines in the company: Blackbaud's recurring revenue. As a leader on the retention team, the Manager, Commercial Renewals is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream. Your direct reports will be responsible for retaining annual recurring revenue at the highest rate possible that supports Blackbaud’s financial goals and metrics. Your teams will work exclusively within the Growth customers tier and you will lead standardization and digitization for the team’s processes to optimize customer engagement and focus in these parts of the market.

Job Responsibility

Manage a team of 8-10 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients' recurring contracts with the best possible financial outcome for Blackbaud
Hire, recruit, motivate and develop team members, including new hire and ongoing product and process training
Produce monthly analyses on team performance
define opportunities for spiffs and other initiatives to drive retention results or customer revenue growth
Drive your team towards achievement of established unit and dollar retention targets
Coordinate effective product and skill training to keep your team up to speed on new products, new releases, and innovative ways to engage with customers
Support the highest quality of customer engagement by call coaching, joining your team on customer calls when needed, providing escalation support, and by working 1 on 1 weekly with each of your direct reports
Lead by example- Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
Performance management, including providing feedback, quarterly reviews and addressing performance concerns
Schedule and run monthly, quarterly and annual staff meetings, including regular deal review and strategy sessions
Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with Blackbaud
Conduct regular renewal pipeline reviews with your Renewals Representatives
In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory's needs
Proactively collaborate with Sales, Product Management, Success, and Services to ensure the highest quality of customer engagement and interaction
be laser focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps
Support your team in sales leads and up-sell efforts
Represent and lead the renewal team in cross-departmental initiative and projects
Strategic planning regarding proactive approach to ensure maximum and most efficient territory coverage
Achieve established unit retention and recurring revenue targets
Attain targets related to annual price increase, renewal term mix and renewal completion goals
Assist finance in resolution of renewal disputes
Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific areas of churn in your assigned territories
Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies
contribute and lead monthly business reviews with Executive team to summarize outcomes and make recommendations
Continually look for process improvements including optimizing our organizational structure

Requirements

Bachelor's degree or equivalent experience
3 years of management or team leadership experience required
Prior Sales management experience is desirable
Prior experience with Salesforce.com desired
High level of competency with Excel, including the ability to execute deep analysis in Excel
Excellent verbal and written communication skills
ability to coach others in this area
Ability to lead meetings with 50+ people in a managerial capacity
Ability to also deliver presentations to Executive Level audiences
Strong organizational skills with an emphasis on detail especially when it comes to measuring Rep productivity and pipeline/forecast organization
Ability to work with a wide variety of co-workers in order to achieve customer retention and customer satisfaction targets

Nice to have

Prior Sales management experience
Prior experience with Salesforce.com

What we offer

We invest in your well-being
From time off to volunteer, to giving to the causes you care about, to benefits that support each stage of your life journey, we strive to support your personal and professional wellbeing
In our remote-first, flexible culture, we strive to meet you and support you where you're at, because here, YOU matter
We encourage diversity and welcome differences
We're a proud equal opportunity employer and are committed to maintaining a diverse and inclusive work environment
Creating an inclusive environment for you to do your best work is essential
A culture that promotes success for all

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Manager, Commercial renewals

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