At Qualtrics, we create software that the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you'll be part of a nimble group that's empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won't have to look to find growth opportunities— they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.
Senior Specialist, Renewals Management
Why We Have This Role
The mission of the Customer Operations organization is to help our customers, both internal and external, deliver extraordinary business results.
The Renewal Management team owns 30% of our total revenue, representing 90% of our customer base - our responsibility is to renew and invoice our current customer base, activities that directly drive cash flow for the business.
Goals include converting single year deals to multi-years, shifting customers to new products to enable consumption pricing, and expanded responsibility to reduce churn and downgrade losses.
We need leaders to further this mission
How You'll Find Success
You'll know you're doing a great job in this role when:
- You attain a high renewal rate and customer retention in your book of business.
- You guide customers through the entire renewal journey in a timely manner (e.g., prior to contract expiration) to ensure they don't experience any disruption in access to the Qualtrics platform
- You identify, anticipate and mitigate account risk by working closely with Sales and Customer Success to successfully strategize and steer through challenging customer situations. By doing so, you optimize your negotiations to help the company hit or exceed its global renewal rate targets.
- You accurately forecast where your renewal rate will land by leveraging key insights from customer usage, sentiment and direct customer interactions along the renewal journey.
- You provide a great customer experience - in each and every interaction - to help ensure that each client is invoiced on time, driving cash flow for the business.
- You prioritize the highest value add activities to hit your personal and team quarterly renewal rate targets.
- You provide an energetic, 'can-do' attitude that exemplifies Qualtrics values that help foster creativity in problem-solving and an overall positive environment for the Renewal Management team to thrive
- You identify system or information gaps, and can propose and execute a solution to sustainable address the issue
- You leverage data and AI toolkits to recommend improvements that drive greater efficiency and effectiveness to our operations
How You'll Grow
- Commercial Skills: As a Renewals Manager, you will develop a commercial skill-set that includes processing high value renewals, sending quotes, analyzing data, and negotiating with customers.
- Project Management: The team is continuously working to improve processes and systems. You will play an important role in identifying and solving process/system gaps, owning workstreams, and coordinating with other dev/data teams
- Cross-Functional Collaboration: Working closely with other departments, you will develop valuable cross-functional skills, gain a holistic understanding of the business, and learn from experts in various areas, paving the way for career growth.
- Technical Acumen: You will develop skills in data analysis and report building. You will develop deep skills in key systems such as: Salesforce, Gainsight, ServiceNow, etc.
- Bring a Commercial Approach
- Develop and apply commercial strategies to mitigate against risk, optimize retention and even drive more predictability with striving for multi-year subscription commitments.
- Drive and execute process and partnership improvements with the Sales and Customer Success teams.
- Delight our customers with an excellent renewal experience by providing timely and thoughtful communications in every customer interaction.
- Be our Renewals Expert
- Manage a book of strategic renewal subscriptions.
- Be the front-line rep to manage critical cases in the department.
- Promote and consistently apply best practices in the renewals process.
- Drive the renewal process forward in partnership with our internal customer facing teams including Sales and Customer Success.
- Continuously Improve the Journey
- Engage in and drive strategic projects to improve our internal processes and ensure a successful and seamless end-to-end renewal experience for our customers.
- Propose and complete cross-functional projects to improve renewals processes.
- Work collaboratively with key stakeholders across Qualtrics to drive positive process improvement outcomes for the business.
- Bachelor's degree
- Strong prioritization skills with the ability to be proactive
- Proficient written and verbal English communication
- Desire to improve processes and work through ambiguity
- Interest in the technology industry + desire to pursue a commercial-oriented career.
- Experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial
- We have each other's backs. We win together.
- Our team meetings are designed to foster community and connection.
- This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.
- This team is excellence-driven and motivated for constant improvement.
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Monthly allowances.
- Experience bonus to be used for an "Experience" of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women's Leadership Development, which exist as places for support, allyship, and advocacy.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:
Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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