At Board, we help enterprises plan smarter, drive outcomes and lead transformation with one single Intelligent Planning Platform. Trusted by thousands of leading organizations, over the last 28 years we have designed our Product with enterprise planning agility in mind and the passionate care of our people as our main driver. We strongly believe every colleague brings unique value to our whole. We collaborate openly and effectively to deliver results and celebrate our shared success, thrive on innovation and embrace a growth mindset to aim higher every day.
If you're a forward-thinker looking for the great next step in your career within an innovative and collaborative environment, Board is the right workplace for you!
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.
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