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Manager Customer Renewals

Location:

Lowell - Massachusetts - USA

Function:

Professional Services and Consulting

Ref #:

2019000430
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Description

The Manager of Customer Renewals will have responsibility Kronos’ recurring revenue and is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your direct reports will be responsible for retaining an aggregate of $150M-$200M in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns.
Responsibilities
• Manage a team of 8-10 Customer Renewal Specialists whose primary objective is to retain and negotiate our clients’ recurring maintenance and subscription contracts
• Drive your team towards achievement of established unit and dollar retention targets
• 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
• Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
• Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with Kronos
• In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory’s needs
• Proactively collaborate with Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps
• Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories
• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Corporate and Vertical Executive teams to summarize outcomes and make recommendations

Qualifications

• Strong leadership skills and management experience in the software industry
• Prior Sales management experience is desirable
• Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to Executive Level audiences
• Ability to negotiate price, other concessions, and terms & conditions
• Prior experience with Salesforce.com preferred
• High level of competency with communication and analysis tools such as Microsoft Office; must be proficient in Excel and familiar with Excel pivot tables
• Travel expectation is 20%-30%
• Bachelor’s degree or equivalent preferred

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.