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Director, Customer Renewals

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

201702484
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Description

The Director, Customer Renewals will have responsibility for one of the most profitable and important revenue lines in the company: Kronos’ recurring revenue. As senior leader in the Renewals department, The Director, Customer Renewals, is accountable for leading the strategy and execution of Kronos’ recurring revenue goals. This person will lead several teams of Renewal Managers and their Renewal Representatives in proactively working with all Kronos customers to ensure the highest possible gross and net retention. This person’s direct reports will be responsible for managing renewal efforts for over $850M in recurring revenue across 12,000+ customers while also uncovering opportunities to expand the products the customer owns.

To succeed as the Director, Customer Renewals, you will need to foster positive, collaborative relationships with the Sales organization while also ensuring the Renewals go-to-market strategy is aligned with other key members of the post-acquisition Services team, such as Customer Success, Professional Services, and Support. This person will frequently interact with Sales and Services leaders at the VP level and above and will also be responsible for strategic customer engagements when Renewal senior level leadership is needed. The Director, Customer Renewals will partner with the Senior Director, Customer Renewals and the Director, Renewal Operations to ensure a cohesive, operationally-excellent strategy is in place to facilitate customer retention and growth while being a key and highly visible contributor to the culture and brand associated with the Renewals and Contracts department both internally and externally to Kronos.

Responsibilities:

Renewals Accountability:
• Achieve established unit retention and gross and net dollar retention goals
• Maximize customer lifetime value by increasing renewals and reducing churn
• Define the most effective renewal forecast management strategies, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees
• Establish targeted campaigns and activities designed to maximize customer retention
• Proactively collaborate with the Verticals as well as Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction
• Ensure development and execution of strategic account planning regarding proactive approach to customer retention and renewal
• Drive Renewal communication and go-to-market strategies

Reporting and Analysis:
• Work with Finance and IT to deliver regular recurring revenue forecasts and to identify specific areas of churn
• Analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Executive team to summarize outcomes and make recommendations
• Continually look for process improvements

Team Management:
• Drive achievement of established unit and dollar retention and renewal targets, including considerations for driving growth/upsell
• Recruit, hire, coach and mentor direct reports to develop their potential thereby increasing the overall effectiveness of the team
• Support the highest quality of customer engagement by call coaching, joining your team on customer site visits, providing escalation support, and by working 1 on 1 weekly with each of your direct reports

Qualifications

• 15+ years work experience in a technology, customer success or customer service related field
• Proficiency in managing people required
• Seasoned leader with well-developed interpersonal, customer communication, problem-solving and leadership skills
• Deep understanding of value drivers in recurring revenue business models
• Demonstrated ability in operational execution
• Excellent verbal and written communication skills; ability to coach others in this area
• Superior executive level presentation skills
• Prior experience with Salesforce.com is beneficial
• 4-year college degree required

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Corporate overview

You’re empowered when you’re a Kronite

Want to be part of an elite group of highly skilled professionals? We think our employees are a special group of talented, energetic, and innovative people. And for that reason, we refer to ourselves as Kronites. Kronites care about more than just work. We recognize the need to maintain a healthy work-life balance — to live inspired. In fact, it’s expected! Whether you’re playing foosball in one of our game rooms, working up a healthy sweat in group fitness classes, or videoconferencing with Kronites thousands of miles away, you’ll soon learn that we take work and fun seriously. No matter what position you hold at Kronos, you’re a Kronite. And we want you to feel like you have the power to make a difference in your life and the lives of others, at work and beyond.

Kronos is the global leader in workforce management solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. Tens of thousands of organizations in 100 countries – including more than half the Fortune 1000® - use Kronos time and attendance, scheduling, absence management, HR and payroll, hiring, and labor analytics applications.  Kronos customers include enterprises large and small across diverse industries worldwide including retail, hospitality, healthcare, manufacturing, public sector, services, and distribution.

Kronos is a privately held company and was founded in 1977. Headquartered in Chelmsford, Massachusetts, Kronos employs more than 5,000 people worldwide.

Kronos is an Equal Opportunity Employer.

EEO Statement

Kronos is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.