About the role:A Renewal Manager at Hightouch is responsible for providing best-in-class strategic renewal management and execution across a portfolio of existing Hightouch customers. Serving as their assigned customers' main point of contact for their contract extension with Hightouch, they will foster a high level of trust, satisfaction, and engagement across their assigned accounts.
The RM will develop and execute the renewal strategy for their portfolio. The RM will own managing the end-to-end renewal process, negotiation and contract terms. To be successful, the RM will partner with the Account Executive to make sure our customers are realizing the value of their investment, and are able to demonstrate the value differentiation of Hightouch versus our competitors.
The RM is a member of the Customer Success organization, will carry a revenue renewal quota.
What you'll do:- We work alongside the Account Managers to drive adoption and user engagement, which will aid in the efforts for the Renewal team to grow the account
- Driving the qualification, quoting, and Salesforce processes to bring renewals to a close
- Identify customer needs and demonstrate account management capabilities to guide renewal closure
- Own and execute win/win negotiation strategies for a variety of renewals that maximize contract value while protecting and enhancing customer trust
- Understand Hightouch's Licensing Model to provide Customer assistance in licensing discussions
- Maintain and update a rolling forecast of your territory and communicate any renewal risk to internal resources in order to develop resolution strategies
- Leverage customer data and behavior to assess the health of each renewal
- Support customer conversations around renewal readiness, timing, and general customer procurement inquiries
- Collaborate with internal resources such as account executives, customer success, pricing, legal, revenue operations, and product management to develop strategies for upcoming renewals
- Maximize account growth by playing a role on the account team and helping to identify incremental opportunities upon contract renewal
Experience & wisdom that excites us:- 2+ years demonstrated success in a Renewal Management and/or Account Management and/or Sales/Customer Success -- ideally within SaaS offerings
- Experience managing customer retention and adoption of a SaaS product for complex/strategic accounts/territories
- Participate in AM/CSM led business reviews, and lead Renewals Meetings as needed
- Excellent customer management skills; including sales, account management, and customer service
- Personal initiative to identify areas of process improvement and efficiency
- Must be a self-starter with the ability to work independently and in a team environment
- Strong level of urgency, organization and prioritization skills
- Strong process management, financial acumen and contractual engineering skills
- Ability to react and adapt to potential rapid shifts in priorities
- Exceptional verbal and written communication skills
- Strong work ethic and quota achievement
- We need your unique perspective for our continued innovation and success
