Customer Renewals & Retention Manager

Overview Do you have a passion for seeing companies increase the value of their existing client base performance by signing longer-term, increasingly meaningful contracts? Are you driven to work with colleagues and clients to ensure the best commercial outcomes with existing clients? Are you process-driven and able to lead a team to manage a new and critical company initiative? The Renewals & Retention Manager will be responsible for leading account renewals in advance of their contract end date and for ensuring all renewal back-end work completes in a timely manner for all accounts. They will contribute to: strategic goal setting, policy and process definitions; hiring authority; mentorship/training; and budget responsibility. This requires the ability to work with Sales, Customer Success, Consulting and Product Management, and other functions that support customers in order to maximize the opportunity within a customer accounts. This leader will handle customer problems of a diverse scope, demonstrate good judgement selecting methods and techniques for obtaining solutions, and ensure the customer is satisfied with company projects and services. The Customer Service and Retention Manager will focus on reducing customer churn on existing accounts through retention and sales support strategies in order to drive account growth and migration to FWI’s cloud product. We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with FWI even if you don’t meet 100% of the requirements. We believe in fostering an environment where there are a diversity of perspectives, in hopes that we can all thrive. Responsibilities Develop a trusted advisor relationship with key partners, customer stakeholders and executive sponsors. Ensure systems and data are managed for complete accuracy. Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. Forecast and track key metrics. Create a strong Upsell process. Bring innovative thinking to the Renewal's team by positioning better maintenance and subscription value proposition for our customers and embracing the broader customer relationship proactively managing any risks to annual renewals. Able to analyze business, create and execute on plans and projects that focus on exceeding targets, internal efficiencies and partner/customer satisfaction. Support in negotiation of contracts or large maintenance agreements. Confident speaker with ability to present, interact, and connect with executives and employees. Ability to understand and articulate complex concepts in a clear and concise manner. Manage individuals of the Retention. Oversee team operations in restructuring customer’s contracted services in pre-defined packages to facilitate win-back and retention with limited negotiation and flexibility. Manage all customer escalations for the team for escalations for AM/SaaS cancellation, and be empowered to negotiate retention when necessary. Define and refine the processes. Qualifications Bachelor’s Degree, or equivalent experience. Proven experience successfully achieving and exceeding performance goals. Knowledge of Commercial and Enterprise SaaS Sales segments and processes. Minimum of 3 years maintenance or subscription renewal sales preferred. Must have experience with creating contracts, forecasting, partner tracking, and reporting in Salesforce. Demonstrated ability to forecast accurately. Very strong written and verbal communication skills and ability to effectively communicate to all levels of the organization. Proficient in use of Salesforce.com. Ability to collaborate well with internal and external partners. Ability to maintain a professional dialogue and demeanor in challenging situations. Highly organized with the ability to manage a group of accounts and produce real results. Able to handle large quantities of information while maintaining a high level of accuracy. Proficient working with various online technologies, browser-based software, MS Office suite, and Google Docs. Experience using Salesforce.com, PowerBI and Gainsight. Experience managing team of exempt and non-exempt employees. Must have experience with creating contracts, forecasting, partner tracking, and reporting in Salesforce. Demonstrated ability to build strong relationships with peers and managers across the organization. Helpful for Sucess: Thrive in a team environment, are self-motivated, and are extremely detailed oriented with demonstrated problem solving and decision making skills. Strong proficiency with Salesforce.com and the ability to navigate object models and advanced reporting. Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately explain difficult issues; ability to think quickly. Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative. Ability to prioritize workload and manage multiple projects and tasks. Strong leadership, coaching, and organizational skills. Previous experience working in a SaaS environment. All applicants must be authorized to work in the United States. Job Posting - Salary Range Compensation Range: $55,000 - $70,000 About Four Winds Interactive With 6,000+ clients and over 500,000 screens deployed, FWI’s software platform is driving Visual Communications to millions of people every day, all over the world. We are a values-driven organization that encourages our employees to bring their authentic self to work every day and empowers everyone to make a tangible impact on our products, clients and culture. Our employees are passionate about their craft, but they are also parents, skiers, comedians, runners, animal lovers, foodies and phenomenal human beings who appreciate our dedication to providing a healthy work/life balance. We’re proud to be one of Built In Colorado’s top digital tech companies. At FWI, our culture is important to us. We are a diverse team of talented, passionate people who want to make a difference, but don’t take ourselves too seriously. If our core values speak to you, we want to meet you: Bring your best self See it Own it Crush it Be Gracious Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavaLanguages
    • JavascriptLanguages
    • ObjectiveCLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • XamarinFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • ExcelAnalytics
    • AlteryxAnalytics
    • TableauAnalytics
    • SalesforceAnalytics
    • Affinity DesignerDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • BasecampManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • PardotEmail
    • PardotLead Gen

Location

Our office is in the trendy Golden Triangle area, steps away from museums, galleries, restaurants, cafes, bars, and public transportation.

An Insider's view of Four Winds Interactive

What's something quirky about your company?

It took me a while to adjust to the fitness culture at FWI. I would show up to a meeting and the person sitting across from me might have just come back from yoga or CrossFit dressed in their workout gear. Once I got used to seeing executives in sandals and sweats every once in a while, I’ve come to love how invested FWI is with employee wellness.

Steve

Senior Director, Technical Operations

What projects are you most excited about?

I'm excited about FWI’s exemplary commitment to its people. It’s evident there are many diversity and inclusion efforts, not only led by our Diversity, Equity, and Inclusion Council but also from motivated individual contributors. This creates an environment where we can stay true to our core values and bring our best selves every day!

Maithy

Talent Acquisition Partner

How has your career grown since starting at the company?

I started at FWI in Tech Support. After a year of learning as much as I could about FWI’s Content Manager applications, I applied for the Technical Engineer position with FWI’s Tiger Team. I will continue to grow my career as FWI continues building the latest and greatest tech and software in the digital signage industry.

Will

Technical Engineer

What unique initiatives do you have that encourage innovation?

Working remotely during the pandemic, we realized we loved the flexibility but also missed one another. We started a cross-collaborative team to emerge our way of working, with a vision to connecting the positives from both. With design thinking, we found diverse and inclusive solutions that reinvented our office and evolved our work culture.

Kelly

Chief Design Officer

How does the company support your career growth?

As a manager on the People Operations team, I find there are an abundance of opportunities to get involved with supporting personal and professional growth. As a first-time manager, I get to participate in an interactive Manager Bootcamp. FWI also hosts a monthly manager round table, which gives everyone the opportunity to communicate and connect.

Catherine

Director of Talent Acquisition

What are Four Winds Interactive Perks + Benefits

Four Winds Interactive Benefits Overview

You will be challenged in our dynamic environment, supported in your endeavors, recognized for your contributions, and have fun along the way!
We’re building the future of the workplace, enabling frictionless employee experiences, more integrated office spaces, and empowering businesses to better connect with their employees. And we want you to join us.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Our zeal for inclusion fuels our best work. Listen - We commit to hear our colleagues, listen to different points of view and challenge our biases in these moments.
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
We are committed to the idea that DE&I work is a journey. A journey that will prove to have no end, no destination, but a continued focus on becoming better, learning more and implementing more change
Hiring Practices that Promote Diversity
We know there’s no such thing as a “perfect" candidate - we’re all a work in progress. We encourage you to apply for a position with FWI even if you don’t meet 100% of the requirements.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our Welton location has Ping Pong, Pool Table, Foosball, Darts and Basketball.
Stocked Kitchen
Our Broadway location has fully stocked kitchens including rotating flavors of sparkling water on tap.
Some Meals Provided
Happy Hours
Parking
Pet Friendly
FWI's pet policy is dog friendly daily at our Welton office location.
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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