What are the responsibilities and job description for the Manager, Customer Renewals position at SolarWinds?
At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, Partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.
The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!
Your Impact:
- Accountable for the retention of recurring annual revenue for the SaaS IT business unit.
- Leading the renewals team to drive customer retention, growth, and revenue by securing renewals, assisting with upgrades, and identifying expansion opportunities.
- Working with global customers daily to identify and resolve concerns.
- Using NetSuite, Salesforce CRM, and Tableau scorecard data as a management productivity tool to measure and monitor daily activity to drive the business such as phone calls, account touches, expected follow-up dates with customers, and proper pipeline staging. Be able to monitor where the reps are tracking from an attainment standpoint and create proper GAP plans if forecasting is short of target.
- Providing timely and accurate forecasts to the Directors and VPs of North America SaaS IT.
- Effectively leading the SaaS IT team, you manage within the renewal organization through real-time feedback training, development, and daily goal/objective setting.
- Working closely with other cross-functional management teams in sales, marketing, product, finance operations, collections, customer service, and support.
- Executing appropriate internal and external processes.
- Handle escalations from your team and demonstrate the ability to win back customers.
- Understand the team’s pipeline down a per-deal level
Core Competencies
- Must possess strong leadership skills and the ability to build and motivate to ensure both short- and long-term goals, objectives, and quotas
- Ability to understand sales numbers and manage daily metrics
- Ability to quickly resolve customer concerns
- Ability to understand and communicate business concepts
- Ability to adapt to changing business issues and requirements
- Fluent in English in both verbal and written
Your Experience:
- Minimum of 4 years in a quota-carrying role with demonstrated achievement
- Minimum of 5 years of management experience either in sales, customer retention, or customer service
- Ability to lead, motivate, and execute with a team of customer retention resources
- Proven ability to recruit, train,n and scale against aggressive growth targets and a rapidly growing customer base
- Demonstrated ability to work in a fast-paced, ever-changing environment
- Experienced in the software industry with knowledge of different licensing models, including on-premises, subscription, and SaaS
- NA market experience
SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.
All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice
