As Zoom’s Renewal and Retention team grows, we are looking for a French-Speaking Renewals Manager for our Upmarket segment. One hour, you may be negotiating a renewal’s contract and the next helping escalate a support case. You could be working with Customer Success on implementation issues or partnering with Finance to resolve a contract dispute. No two days will ever look the same! As a Renewals Account Manager, your essential goal will be to prevent customer churn and ensure Zoom has long term sustainable contracts with our customers. 

While you may have a strong history of sales, customer success or renewals, we value high intrinsic motivation to be successful in Zoom’s rapid, results-focused work environment. The right candidate will apply a solutions oriented skill set to solve customer issues and ensure low churn rates.

RESPONSIBILITIES: 

• Engage customers about their renewal, with the goal of retaining as much business as possible

• Engage customers who may be at risk of cancelling due to customer satisfaction issues, adoption, and/or threat of competitor

• Evaluate accounts that have been flagged as at risk based on usage metrics, and facilitate internal conversations to drive customer retention

• Drive accountability cross functionally on our large at risk accounts, keep up to date notes & forecast large risk situations 

• Other operational tasks that are related to the Renewal’s team day to day business

• Effectively work cross functionally with CSMs, Sales, Engineering, Support, and Executives

REQUIREMENTS: 

• BS/BA degree preferred but not required

• Native written and spoken proficiency in Quebecois

• 3+ year’s experience work in a SaaS or Cloud company mandatory (preferably in sales, customer success or renewals)

• Presence and proficiency in social media such as LinkedIn is also a plus

• Strong collaboration, negotiation and relational skills

• Comfort in covering multiple time zones

• Customer churn forecasting, associated pipeline development and management skills are required

• A proven track record of client satisfaction, team work, and cross functional collaboration

• Demonstrated excellence in Presentations skill with ability to build relevant, strategic messaging in a customer meeting setting

• Must have strong verbal skills with consultative professional business acumen

• Must be detail oriented, organized, ethical, responsible, & self-motivated

• Salesforce CRM, Totango, Zuora and/or Zendesk experience is a plus

• Strong Internet research skills with excellent PC literacy [Excel, Outlook, Word, PowerPoint] 

• The ability to read to the bottom of a job description

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Ensuring a diverse and inclusive workplace where we learn from each other is core to Zoom’s values. We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records as well as any qualified applicants requiring reasonable accommodations in accordance with the law.

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

All your information will be kept confidential according to EEO guidelines.

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