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Board is looking for a dynamic and results-driven Director of Renewal Operations to join our team in Madrid, Spain. This is a multifaceted, pivotal, customer-facing, leadership position that reports to the Head of Customer Success Operations. You will be responsible for leading and developing a high-performance global team, directing all renewal efforts, minimizing churn, and maintaining accurate forecasting. You will oversee the day-to-day operations and the timely completion of negotiations, renewals and upselling opportunities. This role requires strategic thinking, exceptional organizational, leadership, negotiation, and customer-centric skills, and a detailed-oriented mindset to enhance all aspects of renewal operations, including setting strategy to maximize contract renewals and protect the customer relationship. We are seeking a leader with deep business acumen and the ability to collaborate with cross-functional teams to deliver business value. You will develop and implement customer outreach, retention and satisfaction programs. You will be accountable to performance metrics, as well as renewal and financial targets, contributing to the overall growth of the company.
Key Responsibilities: Run a team of 5 Renewal Managers to deliver on below responsibilities.
Direct programs for on-time contract renewal, including working with Sales on upsell and cross-sell opportunities.
Document and continuously improve renewal policies, processes and procedures, and collaborate with other leaders for cross-functional process optimization and automation opportunities.
Drive multi-year renewals with added-value to customers.
Engage with Legal, Finance, Customer Success, Sales and other teams on the execution of complex and unique contract renewals.
Design plays and programs that capitalize on opportunities, addressing risk by category, segment and leader.
Enhance operational cadences that drive long-term customer retention and provide insights into the core set of retention metrics (including trends, business priorities, and corrective steps to rectify gaps) across segments and geographies to improve Board renewal targets.
Collaborate with Sales and Customer Success leaders on strategic initiatives to improve overall customer health to protect annual recurring revenue and enhance customer satisfaction.
Maintain accurate forecast to track and report upcoming renewals and revenue at risk. Work closely with Customer Success leaders to drive target achievement.
Coordinate the development and enhancement of dashboards (using Salesforce and internal tools) and the delivery of renewal reports and other intelligence to stakeholders.
Ensure global renewal initiatives and programs are communicated, aligned, implemented, and measured, for bi-directional knowledge sharing.
Establish effective onboarding, training and enablement for team members, focused on the development and reinforcement of critical renewal competencies.
Meet and consistently exceed customer renewal and retention targets.
Develop strong partnerships across multiple functions, internally and externally.
Be the escalation point of contact for all renewal activities.
Develop a high-performance team; coach and mentor employees.
Oversee team's adherence to data hygiene and accuracy, as well as compliance practices.
Define and implement SMART team goals; prioritize work, and create an environment that fosters collaboration, trust, and respect.
Ensure team builds and maintains strong and effective relationship with customers, and understands their needs and business objectives.
Ability to evolve renewal strategy to align with corporate key initiatives and priorities.
Qualifications: 7+ years of Customer Success experience with at least 3 years in leadership of a high-growth, customer-facing team within a SaaS company. Ideally, 3+ years leading renewal operations.
Team management experience – managing a team of 5 people as a minimum.
Proven experience supporting Customer Success strategy, organizational design, methodology, and performance management.
Strong leadership, mentoring, negotiation, communication, analytical and problem-solving skills.
Experience with software development tools, practices, and methodologies.
Expertise with ordering and contract management systems, tools, and processes.
Knowledge and experience in multi-dimensional planning software, preferably Board but may also include Anaplan, One Stream, Pigment, IBM, SAP, etc.
Passion for data accuracy, analytics, process optimization, and reporting; possessing the ability to identify systemic risk, issues, trends and opportunities; focusing on continuously refining and improving business strategy and direction, and making data-driven decisions and recommendations.
Ability to deliver and facilitate knowledge transfer, both in-person and virtually, across a globally diverse team.
Extensive financial management knowledge, including budgeting, forecasting, profit and loss, and cash-flow management.
Demonstrated success with cross-functional coordination, including planning, execution tracking, and decision-making.
Excellent interpersonal skills with the ability to build and maintain relationships with customers around the globe, at all levels in the organization.
Experience with go-to-market strategies.
Ability to work under pressure, take accountability for business challenges, think strategically, and find solutions to complex problems.
Proactive, self-driven and motivated leader, with high-level energy, initiative and enthusiasm.
Proven track record of meeting and exceeding financial targets.
Fluent in English, both written and verbal.
Proficiency in Salesforce and Microsoft Office Suite.
Ability to travel, if needed.
Our commitment to Diversity and Inclusion
Join a company that believes in the added value of diversity, inclusion, and belonging. We foster a working environment in which all people are respected and valued, for all aspects which make them unique. We hire you for who you are, and we want you to bring your true self to work every day!
Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.
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