Renewal Specialist Director (SMB)

The Renewal Specialist Director (SMB) is responsible for coordinating with SMB CSMs and customers to provide pricing quotes for renewals and then successfully and efficiently closing those opportunities. With a production demand mindset, the Renewal Specialist Director (SMB) will take extreme ownership for driving performance and managing production of the assigned CS SMB Renewal Specialist team.

Responsibilities:

Manage all opportunities within assigned customer portfolio and perform research to understand customer health and account status as it pertains to those opportunities

Coordinate with SMB CSMs to strategize on renewals, add-ons and upsells for their customers to maximize bookings

Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities

Negotiate with customers on opportunities to prevent churn and secure optimal terms

Employ pricing strategies that meet the Company’s standards, policies, and procedures

Generate pricing quotes for renewals

Manage assigned 30, 60, and 90 day opportunity pipeline, manage weekly and daily forecasts, and meet regularly with the VP Customer Success to review

Meet and exceed booking targets and quotas

Maintain and enforce impeccable administration of opportunities in the Company’s CRM

Develop and groom a high performing CS SMB Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets

Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions

Serve as a management escalation point and assist CS SMB Renewal Specialists with tags

Develop and manage OKRs

Promote referrals for new business sales

Communicate effectively with your CS SMB Renewal Specialists to ensure that all policies and procedures are well understood

Work closely with the VP Customer Success To develop and manage coaching plans for CS SMB Renewal Specialists that are underperforming and need improvement

Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

Associate’s Degree preferred

Experience with Gmail and Google Docs

Experience with MS Office (Word and Excel)

Experience with web browsers (Chrome, Internet Explorer, etc.)

2+ years sales experience

2+ years managing customers within a SaaS subscription model

Previous management experience preferred

Familiarity with standard concepts, practices and procedures within the IT Security Field

Experience with Salesforce or other CRM preferred

Strong empathy for customers and passion for driving growth

Basic understanding of financial and operational levers in a SaaS recurring revenue business model

Strong verbal and written communications

Excellent time management, prioritization and organization skills

Superior customer service skills

Strong collaborative and team work skills

Ability to build rapport with customers via phone, email and video conferencing