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Customer Renewals Manager (919)

Company: MetricStream, Inc
Location: Remote
Posted on: May 3, 2021

Job Description:

MetricStream is the global market leader for Integrated Governance, Risk, and Compliance (GRC) solutions delivered on an intelligent integrated platform. MetricStream's purpose-built platform is proven with over a million global users, designed to serve GRC use cases across industries and powered by deep domain expertise, embedded content, rich context, integrated data, and explainable AI. Since 2001, MetricStream has empowered organizations to intuitively harness front-line intelligence that enables all stakeholders to make real-time risk-aware business decisions.

Job Description

Customer Renewals Manager

We have an exciting opportunity for a Customer Renewals Manager (CRM) who will be responsible for implementing and managing contract renewal initiatives. This role maintains contract revenue base at highest possible retention rate and protects contract revenue stream. The CRM's responsibility is to develop and drive the renewal process by reaching out to our customers in advance of their contract end date, negotiating with the customers and executing all phases of the subscription renewal lifecycle. The CRM will develop and retain existing customer relationships, working with the Customer Success Manager and the Account Executive ensuring strategic renewal plans are in place. Grow both penetration and profitability within these clients to ensure targets are met and or exceeded. The CRM will own, drive, and lead the renewals process in collaboration with the Sales Team to preserve and improve customer contracts and relationships.

Key Responsibilities

  • Partner with the Customer Engagement and Sales teams to continually communicate value to customers through the entire customer lifecycle, including their renewal process
  • Partner with the Customer Engagement team to ensure collaboration and communication as to the status and sentiment of the client
  • Negotiate and execute renewal contracts (in partnership with Legal) that align to customer goals
  • Enlist the efforts of sales reps, customer success managers, and senior management when necessary to accelerate the contract renewal process and ensure customer satisfaction
  • Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that improve contract value while protecting and improving customer trust
  • Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate
  • Actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time renewals
  • Maintain visibility and accuracy of risk from churn and attrition, working to update a rolling forecast of renewals
  • Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
  • Improve account growth opportunities by playing an active role on and helping to identify incremental opportunities upon contract renewal
  • Collaborate with internal resources (Product Management, Customer Engagement, Account Executives, etc.) to develop comprehensive 'win' strategies for renewals
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure
  • Provide executive management with complete visibility to renewals and solicit executive involvement as required
  • Analyze, review and price support renewals
  • Ensure timely contract renewal and promote awareness of upgrade and add-on opportunities to customers
  • Ensure executed agreements are received and processed according to company policy
  • Manage customer data in Salesforce

Skills and Experience

  • 5+ years of quota carrying experience (e.g., Renewals, Enterprise Sales, Account Management), preferably in a SaaS organization
  • Shown discovery, negotiation and closing skills
  • Capability of interacting comfortably with C-Level Executives
  • Superior communication and interpersonal skills
  • Ability to identify and influence stakeholders from various roles, levels and profiles to drive collaboration and program excellence
  • Approaches work with a creative, problem-solving mindset
  • Self-motivated, proactive, energetic team player
  • Excellent time and process management skills, ensuring nothing slips through the cracks
  • Travel up to 30%
  • Bachelor's degree in appropriate field
  • 2+ years in a customer-facing role
  • Experience with


  • Bachelor's Degree

MetricStream is proud to be an Equal Opportunity Employer. We not only celebrate diversity, we thrive on it. We are committed to creating an all-inclusive workplace and do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, genetic information, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other applicable characteristics protected by local, state or federal laws. All employment is decided on the basis of qualifications, merit, and business need.

Keywords: MetricStream, Inc, Eugene , Customer Renewals Manager (919), Other , Remote, Oregon

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