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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