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 detail-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.
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