XTN-0EF2448 | RENEWALS LEAD

We are building a dedicated Renewals Team in our Manila Commercial Support Center to focus on retaining and growing our valued commercial accounts with an Annual Recurring Revenue (ARR) of less than $60,000. We seek a highly motivated and experienced Renewals Team Lead to build, mentor, and lead a team of Renewals Specialists.

This pivotal role will be responsible for driving the overall renewal success for this segment, ensuring high renewal rates, fostering strong customer relationships, and optimizing our renewal processes. The Renewals Team Lead will play a key role in shaping the success of this new team and contributing to the overall growth of the company.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

Team Leadership and Management:

• Recruit, onboard, train, and mentor a team of Renewals Specialists based in Manila.
• Set clear performance expectations, provide regular coaching and feedback, and conduct performance reviews.
• Foster a positive, collaborative, and results-oriented team environment.
• Monitor team performance against key metrics (renewal rate, churn rate, revenue retention) and implement strategies for improvement.
• Manage team workload and ensure equitable distribution of accounts.
• Serve as a point of escalation for complex renewal issues and customer concerns.
• Stay informed about team member progress and provide support to ensure individual and team goals are met.

Renewal Strategy and Execution:

• Develop and implement effective renewal strategies and processes for the commercial account segment.
• Collaborate with Sales, Customer Success, Support, and Product teams to ensure alignment and a seamless customer experience throughout the renewal lifecycle.
• Analyze renewal data and trends to identify opportunities for improvement and optimization of renewal strategies.
• Contribute to the development of renewal forecasting and reporting mechanisms.
• Ensure the team accurately forecasts renewal rates and revenue.

Customer Engagement and Relationship Management:

• Lead by example in building and maintaining strong relationships with key commercial customers.
• Provide guidance and support to the team in their customer interactions, ensuring effective communication and value articulation.
• Participate in strategic renewal discussions with key accounts as needed.
• Ensure the team proactively engages with customers approaching their renewal date to understand their needs and address any concerns.
• Champion a customer-centric approach within the renewals team.

Process Improvement and Operational Excellence:

• Identify and drive continuous improvement initiatives within the renewal process to enhance effi ciency, scalability, and customer satisfaction.
• Ensure the team adheres to established renewal processes and utilizes CRM (e.g., Salesforce) effectively for accurate record-keeping and reporting.
• Contribute to the development and maintenance of renewal-related documentation and resources.
• Stay up-to-date on product knowledge, industry trends, and best practices in renewal management and team leadership.

Reporting and Analysis:

• Generate regular reports on team performance, including renewal rates, revenue, churn, and team activity.
• Analyze team performance data to identify trends, insights, and areas for improvement.
• Provide accurate and timely updates to management on team performance, forecasts, and key initiatives.

• Minimum of 3-5 years of experience in renewals, sales, customer success, or a related fi eld, with at least 1-2 years in a team lead or supervisory role, preferably within a SaaS or technology environment.
• Proven track record of exceeding renewal targets and driving customer retention within a similar customer segment.
• Strong leadership, coaching, and mentoring skills with the ability to motivate and develop a high-performing team.
• Excellent communication, interpersonal, presentation, and negotiation skills.
• Strong analytical and problem-solving skills with the ability to interpret data and drive strategic decisions.
• Proficiency in CRM systems (e.g., Salesforce) and Microsoft Offi ce Suite.
• Excellent organizational and time management skills, with the ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Ability to work independently and collaboratively across cross-functional teams.
• Excellent English verbal and written skills.

• Team Leadership
• Customer Focus
• Strategic Thinking
• Relationship Building