The Director, Renewals Management will drive the end-to-end contract renewal process, ensuring timely renewals while maximizing upsell and cross-sell opportunities. Reporting directly to our SVP of GTM Strategy, the Director will build and lead the team responsible for enhancing processes, mitigating risks, and delivering high renewal rates. With a customer-focused approach, the Director will resolve challenges, negotiate agreements, and maintain strong partnerships to minimize churn and sustain customer satisfaction.
How you'll make an impact
- Manage the end-to-end renewal process for all assigned contract renewals, ensuring timely and successful contract renewals.
- Identify opportunities for upselling and cross-selling additional products or services to existing customers.
- Develop and present compelling value propositions that meet customer needs.
- Drive live engagements directly with customers to ensure partnership alignment and negotiate agreements for the next contract term.
- Develop and execute strategies to maximize renewal rates and minimize churn.
- Enlist the efforts of Customer Success and senior sales leadership when necessary to accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction.
- Own contract processes to close - including reviewing renewal details, quote creation, maintenance of Dataiku dealboard and Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature to close.
- Identify at-risk accounts and put together a strategy to secure the renewal, as needed.
- Partner with Customer Success Ops and Rev Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency.
- Identify opportunities to expand Dataiku’s footprint and differentiated value within an account as part of the renewal process.
- Establish and maintain effective, cooperative working relationships with customers, both via phone and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.
What you'll need to be successful
- At least eight years of experience in a customer-facing role, preferably in sales, account management, customer success, or renewal management
- Experience managing and negotiating contracts, developing pricing proposals based on customer need, with a track record of successful closing of renewals and upselling is ideal
- Experience with Salesforce (particularly working with the ‘opportunity’ object), prospecting/engagement tools, and other relevant tools
- Proven strengths in outbound prospecting skills
- Intellectually curious self-starter with a knack for problem-solving
- Has managed a book of business or prospect target list effectively
- Comfortable with a high volume of accounts and live engagements with prospects/customers
- Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
- Phenomenal organizational skills and attention to detail
- Previous B2B SaaS and/or enterprise software experience
