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Position OverviewBoard 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.
Key ResponsibilitiesRun a team of 5 Renewal Managers to deliver on responsibilities including on-time contract renewals, upsell and cross-sell opportunities.Document and continuously improve renewal policies, processes and procedures.Drive multi-year renewals with added-value to customers.Engage with Legal, Finance, Customer Success, Sales and other teams on complex contract renewals.Enhance operational cadences that drive long-term customer retention.Collaborate with Sales and Customer Success leaders on strategic initiatives.Maintain accurate forecasts to track and report upcoming renewals.Coordinate the development and enhancement of dashboards and renewal reports.Ensure global renewal initiatives and programs are communicated and measured.Establish effective onboarding, training and enablement for team members.Meet and consistently exceed customer renewal and retention targets.Develop strong partnerships across multiple functions.Be the escalation point of contact for all renewal activities.Oversee team's adherence to data hygiene and compliance practices.Define and implement SMART team goals.Qualifications7+ 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.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.Knowledge and experience in multi-dimensional planning software.Passion for data accuracy, analytics, process optimization, and reporting.Ability to deliver and facilitate knowledge transfer across a globally diverse team.Extensive financial management knowledge.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.
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