Conga, the leading provider of cloud-based solutions to automate data, documents, contracts and reporting has an opportunity for a Renewal Programs - Lead to drive retention and value across Conga’s portfolio of customers. The Renewal Programs - Lead will have a specific focus on the renewal period for Conga’s entire product suite. In this to role, you will be responsible for renewal programs that drive customer adoption and success, inspire new usage or products, identify and mitigate risk (churn or downsell), and build processes that support a scaling team in our endeavor to provide a great customer experience while achieving our retention goals. The end result is increased customer satisfaction, retention and expansion of the Conga footprint. Key to this role is being able to articulate through programs: business value and how customers can fully utilize the Conga solutions and maximize their return on their investment.
This is a great opportunity for an outcome-inspired, operationally-minded, data-driven, early SaaS career stage individual to develop world class customer success skills and forge a long-term career within a true market leading organization.
Designing, deploying, and monitoring renewal programs and playbooks aimed at improving customer experience, processes, and overall customer retention.
Working closely with the renewal manager team responsible for carrying out the renewal process, building confidence and trust within the team, and providing development feedback.
Building strong working relationships with your Conga peers across the organization (including Sales, Professional Services, Operations, Accounting, Provisioning, Customer Success, IT, and others)
Making data driven decisions to prioritize ‘tech-assisted’ processes and resources that can serve thousands of customers at the appropriate stage of their customer journey.
Maintaining a customer first attitude, with a primary focus on successful customer outcomes and long-term value and retention.
Uncovering ways to reduce friction during the renewal cycle and to prepare our team for scale, without compromising our customer experience.
Working closely with the renewal managers to ensure they are trained and prepared to discuss product releases, pricing changes, and the most effective negotiation and selling strategics.
Maximizing customer’s value from their investment in Conga, specifically by identify new opportunities, and collaborating with sales teams to ensure growth attainment and increased customer footprint.
Meeting assigned targets and strategic objectives.
Knowledge, Skills, and Experience:
BA/BS degree or equivalent experience
1-2 years’ experience in a customer success, renewals, or customer marketing role
Experience with cloud based/SaaS solution offerings, preferably with contract lifecycle management, Salesforce.com or Conga
Ability to build strong rapport, establish trust and credibility through a consultative approach with diverse stakeholders from Executive level down
Excellent communication, presentation, time management and project management skills
Competent in Microsoft Outlook, Word, Excel, PowerPoint, and Salesforce.com
Ability to maintain high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
Must be a highly motivated, self-starter, who performs well working independently, but is also a team player
Proven record of meeting customer retention goals, with a passion for customer success
Strong analytical skills to identify team trends and patterns to make data-driven decisions
Familiarity with contracts, terms of service, legal requirements, and a team selling approach
Phenomenal organizational skills and attention to detail
Possesses intellectual curiosity and is a resourceful problem solver