Renewals Manager

Teaching Strategies - Bethesda, MD - Full time


Position overview:

As software and digital subscriptions represent a growing percentage of our customer transactions, the need for us to optimize this function has increased accordingly. As such, Teaching Strategies is developing a new team whose mission is to ensure that our customers experience timely and efficient management of their subscription renewals. By working closely with our Sales, Customer Success and Support teams, the Renewals Manager will assist in coordinating an aligned strategy that will ensure customer satisfaction. As a valued leader on our Sales Operations team, the Renewals Manager will be required to provide input into strategic activities, and collaborate with our department and team leaders. We are seeking a highly capable and experienced Manager / Leader that will be responsible for developing processes and procedures that will ensure highly effective and scalable execution of this critical business function.

Specific roles and responsibilities:

-Manages a team of renewal associates, including the use of temporary employees during peak periods to augment the core team

-Manages the subscription renewal process for greater than 5000 renewal transactions annually, delivering high renewal rates and meeting or exceeding expectations for on-time completion of renewals

-Leads the renewals team in best practices and processes for the renewal of customer subscriptions

-Regularly prepares forecasts on progress of renewals, identifies any gaps and collaborates with leadership and across teams to develop plans to close gaps

-Proactively manages and prioritizes the weekly and monthly renewal activities to maximize renewal transactions

-Establishes and maintains team's focus on delivering an exceptional customer experience throughout the renewal process

-Prioritizes customer calls to secure timely renewals

-Supports complex contractual arrangements with high levels of accuracy

-Partners with Customer Success and Sales teams members to ensure an optimal and coordinated experience is delivered to all customers

-Follows up on late renewals and escalates customer issues to mitigate churn and cancellation of subscriptions

-Provides consistent and accurate management reporting to executive team and all stakeholders

-Identifies process improvement opportunities and works with internal teams to deliver continuous improvements to the process

-Creates and delivers all necessary team member development and training

Qualifications:

-Bachelor's degree in business, education, or other related areas required

-Minimum of 3-5 years' management or supervisory experience supporting renewals within a high volume SaaS environment, with proven success delivering high renewal rates and on-time KPI's

-5+ years of customer facing experience with a track record of success

-Experience with Salesforce.com or other CRM solutions for renewal management required

-Familiarity with Teaching Strategies products and services a plus, but not required

-Must have strong analytical, problem solving and troubleshooting skills

-Must exhibit ability to design and implement effective processes

-Must be highly driven to ensure accuracy and quality

-Must have proven track record and capabilities for delivering excellent customer experiences

-Must have proven the ability to thrive in a highly dynamic environment

-Demonstrated high level of work ethic and a positive attitude

-Superior organizational capabilities are a must

-Proven ability to develop and maintain procedural documents

-Proven ability to manage effectively using reports and dashboards

-Experience delivering timely and defendable renewal forecasts, reporting and analysis

-Demonstrated experience in creating and maintaining a team-oriented, partnership oriented and collaborative work environment Proficiency in Microsoft Office products

Teaching Strategies, LLC is an equal opportunity employer of Minorities, Females, Protected Veterans and Individual with Disabilities.

Apply Now

Experience Level

3 or more years

Teaching Strategies

Teaching Strategies is a dynamic early childhood education company that provides the most innovative and effective curriculum, assessment, professional development, and family connection resources to programs serving children from birth through kindergarten. With ground-breaking solutions and a strong belief that the most powerful way to impact child outcomes is to improve teacher effectiveness, Teaching Strategies has been supporting the critical work of early childhood educators for over 25 years.

As a company, our philosophy is that the best outcomes result from working together as a team. Located in downtown Bethesda, MD, our company's headquarters are within steps from Bethesda Row and the Bethesda Metro stop. Candidates who fit with our values, vision, and mission will find a casual and fun work environment that fosters creativity, innovation and career growth. Along with great benefits and competitive compensation packages, we at Teaching Strategies pride ourselves on the impact we have on the early childhood field through supporting teachers who are doing the most important work there is - teaching children to become creative, confident thinkers.

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