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Director, Customer Renewals


Boston - Massachusetts - USA, Lowell - Massachusetts - USA


Professional Services and Consulting

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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.


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


•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 is beneficial
•4-year college degree required

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! 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. Want to learn more about our culture? Follow us on Twitter @work4kronos. #MyWorkInspired

Kronos is a global provider of workforce management and human capital management cloud solutions. Kronos’ industry-specific workforce applications are purpose built for businesses, healthcare providers, educational institutions and government agencies of all sizes. Tens of thousands of organizations – including half of the Fortune 1000® - and more than 40 million people in over 100 countries use Kronos every day. 

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.