Manager, Renewals - Zendesk : Job Details

What We Do

Our Renewals team secures and protects our customer renewal base and at the same time looks for growth opportunities. A key fixture of our renewals team is the work our Renewals Reps do to understand a customer's contract, work creatively to provide solutions, and ultimately help customers' businesses renew successfully and on time.

What you will do

As the Manager - AMER, Renewals, you will play a key role in helping the Zendesk Renewals team achieve its mission by leading, coaching, and managing a team of AMER-based Renewal managers as they work with customers to secure the book of Renewals. The ultimate goal is to retain the customers in their books of business. The Manager may be required to spend part of their time managing a book of business, in order to ensure that they stay close to the customer renewal experience, the evolving product, and their team's challenges, especially while transitioning into the role.

The ideal candidate has a passion for partnering with customers and collaborators to ensure a successful renewal. This candidate has a solid understanding of how to run a book of business and lead a team of Renewal Managers to achieve their goal of retaining subscription revenue and growing the customer lifetime value. Mentoring and coaching should also be a big area of interest for you, with the capability to deliver timely and effective feedback to your team being a key part of your skills.

Book of Business Management -

• Achieve churn and contraction targets for your book of business until and successfully forecast and report on contraction risks.
• Territory management. Assigning the AMER team renewal accounts based on language and region.

People Management, Quality Assurance, and Coaching -

• Lead the team: Defining and creating best practices in how to lead the renewals book of business and providing areas to improve the renewals methodology.
• Provide weekly 1:1's with Renewal team members in the region, provide mentorship and support on how to run customer renewals and negotiations.
• Provide clear and practical feedback to Renewal Managers on a regular basis.
• Be a trusted escalation point for the team, partners, and customers where churn/contraction risks at renewal exist.
• Full lifecycle management of their team through the Goal Setting and Appraisal framework (360, Workday etc).

Operations -

• Embed yourself in the internal teams, customer renewal experience, and processes of the assigned region. Become an expert on the people and processes related to renewals in that region.
• Identify areas of improvement in renewals, processes, efficiency, etc. when it comes to the Methodology for the assigned region, and provide recommendations to the Success & Renewals leadership team.
• Work cross-departmentally on projects that impact the broader organization, as assigned by Leadership team.
• Recruit and onboard new Renewals Managers in region as the team grows, collaborate with other Leadership to improve and evolve the onboarding process.
• Address escalations from the regional team.
• Lead/present at team meetings.

• Passionate to continue a career path in consultative sales or customer success.
• Bachelors Degree or equivalent experience.
• 4+ years demonstrated ability in a customer-facing role, particularly focused on leading a team of renewals reps.
• Proven track record to mentor, coach, and strengthen team members.
• Excellent communication, interpersonal skills, and writing skills.
• Passionate about working with customers to ensure they renew successfully.
• Collaborate and work closely with internal business partners to ensure an amazing renewal experience.
• Ability to lead multiple contending priorities and excellent ability to task switch.

What it means to be part of the Zendesk team:

• Play a part in building a new fast-growing renewals motion for Zendesk and carve out your career!
• A career in the fast lane: Zendesk's hyper growth creates boundless opportunities to progress faster. You will learn by innovating, doing, and will be guided quickly to further your career. Top talent flows, fast!
• Giving Back: We believe that volunteering our time and energy both improves the community and our camaraderie. Each office has its own program, and our Dublin Office is very active in our local community and supports worthwhile causes that the employees are passionate about.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 150,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.

Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with and provide support to our local communities.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information.

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Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate, and learn whilst also giving our people the flexibility to work remotely for part of the week.