Renewals Manager

| Greater NYC Area | Remote
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mParticle underpins the customer data infrastructure of the world’s most valuable and respected brands. We are helping businesses simplify their customer data infrastructure by providing data quality, governance capabilities, and best in class connectivity to deliver outstanding customer experiences. We help our customers do more with more of their data by making business personal.

We are seeking a Renewals Manager who can provide strategic consultation and expertise to our Customer Success organization by owning mParticle’s customer renewal program. As a Renewals Manager, you will play a meaningful role in defining, managing and improving the renewals processes across mParticle’s global Customer Success organization.

Your mission is to maintain regional renewal forecasts, identify and communicate retention risks, and be responsible for the continued optimization of the Customer Success team operations that drive an outstanding customer renewal experience. You will help develop and define the playbook for escalated renewals, working closely with the Customer Success team to meet and exceed our customer retention goals each quarter.

What Will You Do?

  • Own mParticle's renewal forecasting process and output, maintaining an accurate and repeatable forecast at both the global and regional levels.
  • Conduct and provide analysis of customer renewal key performance indicators (critical metrics), with a mission of growing customer renewal rate and timely renewals.
  • Partner with Customer Success Managers to understand customer priorities and challenges; prescribe solutions to further these goals and strengthen our customer partnerships.
  • Support Customer Success Managers in driving any raised renewal negotiations across our customer base to ensure quarterly and yearly renewal numbers are met or exceeded.
  • Represent mParticle during a pivotal period in the customer lifecycle; understand and speak to mParticle’s value proposition in an increasingly competitive and crowded market
  • Cultivate relationships with functional leadership across Customer Success, Enablement, Operations, Finance to standardize standard methodologies and drive operational efficiency.
  • Optimize renewals process playbook to improve revenue retention, surface risk early and implement strategies to mitigate this risk.
  • Actively engage with key customer contacts and internal CSMs to identify renewal dependencies, uncover potential roadblocks, and drive resolution to ensure timely commitments.
  • Review renewal contract terms and conditions to ensure company wide consistency.
  • Negotiate and fulfill renewal changes/modifications as appropriate, and streamline contract processes within SFDC in collaboration with CS Leadership, Operations, Finance and Legal.

We'd Love to Hear From You!

  • 5+ years of experience in Account Management, Customer Success, and/or Sales with a focus on negotiating contracts, demonstrating customer ROI, maintaining high retention rates
  • Has a good understanding of SaaS and Professional Services engagements with global customers and team members (Enterprise a plus)
  • Ability to execute on pivotal initiatives, ie: implementing new processes and initiatives in a well-planned, well-documented and organized manner.
  • Experience working with Salesforce required, experience working with Customer Success Software (Gainsight, Catalyst.io) a plus

Our Benefits

  • Health care plans (medical, dental, vision) covered at 100% for employees and 75% for dependents
  • Generous employer contributions towards flexible spending accounts/health savings accounts
  • Flexible work environment
  • Flexible paid time off
  • Paid family leave
  • 401k
  • Stock option plan
  • Fitness reimbursement
  • Cell & Internet reimbursement
  • Commuter transportation benefits
  • Pet insurance & Pawternity leave

About mParticle

Founded in 2013, mParticle is the leading customer data platform that unlocks the full power of data for businesses. The company empowers brands to accelerate their growth strategy to keep pace with their customers by providing the most sophisticated data platform for web and apps across all devices in the marketplace. A trusted partner among renowned brands such as NBC Universal, Spotify and Airbnb among many others, the mParticle platform has grown to handle over 1 billion mobile users each month, capturing over $5 billion in e-commerce transactions and processes over 250 billion API calls. Recognized as one of Crain’s 100 Best Places to Work three years in a row and named to Gartner’s “Cool Vendors in Mobile App Development” list, mParticle has 100+ employees and is headquartered in New York City with offices in San Francisco, Seattle, Florida, and London.

Here at mParticle we embrace the differences that make us unique. We are dedicated to building an inclusive environment that champions respect and celebrates an array of backgrounds and perspectives.

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We engage in an interactive process with any disabled applicant/employee to determine if a reasonable accommodation exists that would allow them to perform the essential functions of a position, as long as it doesn’t create an undue hardship on the company. Any medical-related information will be kept confidential.


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Location

257 Park Avenue South, New York , NY 10010

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