Description & requirements
Description
The manager of customer renewals will have responsibility ukgs recurring revenue and 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 (maintenance and subscription-based products)Your direct reports will be responsible for retaining an aggregate of $150m-$200m in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns.
Responsibilities
Manage a team of 6-8 customer renewal specialists whose primary objective is to retain and negotiate our clients’ recurring maintenance and subscription contracts
Drive your team towards achievement of established unit and dollar retention targets
Support the highest quality of customer engagement by call coaching, joining your team on customer calls, providing escalation support, and by working 1 on 1 weekly with each of your direct reports
Promote fun at work! be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
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 ukg
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, support, 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
Execute use of salesforce.com with discipline and rigor to ensure successful renewals in accordance with the renewals framework timing
Inspect renewals in flight through salesforce.com to enable business insights including churn forecasting, renewal timing, and risks to recurring revenue
Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with corporate and vertical executive teams to summarize outcomes and make recommendations
Qualifications
Strong leadership skills and management experience in the software industry
Prior sales management experience is desirable
Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to executive level audiences
Ability to negotiate price, other concessions, and terms & conditions
Prior experience with salesforce.com preferred
High level of competency with communication and analysis tools such as microsoft office; must be proficient in excel and familiar with excel pivot tables
Travel expectation is <10%
Bachelor’s degree or equivalent preferred
#li-remote
Corporate overview
Here at ukg, our purpose is peopleUkg combines the strength and innovation of ultimate software and kronos, uniting two award-winning, employee-centered culturesOur employees are an extraordinary group of talented, energetic, and innovative people who care about more than just workWe strive to create a culture of belonging and an employee experience that empowers our peopleUkg has more than 13,000 employees around the globe and is known for its inclusive workplace cultureReady to be inspired? learn more at www.ukg.com/careers
Eeo statement
Equal opportunity employer
Ultimate kronos group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environmentAll qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
