Associate Renewals Manager | ANZ

As an Associate Renewals Manager at HubSpot, your main responsibilities include managing small business customer contracts in the ANZ region, negotiating contract renewals, and addressing customer inquiries through video calls, emails, and phone conversations. You will also collaborate closely with sales and customer success teams to identify opportunities for account growth.

To succeed as an Associate Renewals Manager at HubSpot, candidates should have prior experience in contract management, account management, or a similar customer-focused role. Strong negotiation skills, excellent communication abilities, and a detail-oriented approach are crucial for managing renewals effectively and enhancing customer experiences.

HubSpot is dedicated to the growth of its employees, offering an education allowance of up to USD$5,000 per annum for professional development. This allows Associate Renewals Managers to enhance their skills and stay ahead in their careers.

At HubSpot, the work environment is highly flexible. As an Associate Renewals Manager, you can work remotely from anywhere in Australia, celebrating collaboration within a hybrid setup. We foster strong connections through regular team meetings and events.

Associate Renewals Managers at HubSpot can enjoy a range of benefits, including private health insurance allowances, annual fitness reimbursements, generous parental leave, and a supportive company culture that emphasizes work-life balance and inclusivity.

When discussing contract renewals, it's important to focus on building a strong relationship with the customer, understanding their needs, and presenting compelling value propositions that highlight the benefits of staying with HubSpot. Discuss your past experience in handling renewals effectively.

In handling difficult customers, maintaining a calm demeanor and active listening is crucial. Empathizing with their concerns and proactively solving their issues demonstrates dedication to their satisfaction. Explain how you'd apply these principles in practice.

You should share specific examples of previous contract negotiations you've been involved in. Highlight your approach, tactics, and any successful outcomes you've achieved, demonstrating your ability to balance customer needs with business goals.

Building trust and open communication with customers is vital. Discuss how you prioritize transparency, regular check-ins, and ensuring their engagement with HubSpot’s services to strengthen those relationships.

Explain your methods for staying organized, such as using project management tools, setting reminders for follow-ups, or creating dashboards for tracking key metrics. Detail how these strategies help you manage your workload efficiently.

Teamwork is crucial for driving synergy and achieving common goals. Discuss how you collaborate with sales and customer success teams to align on customer needs and improve the renewal process collaboratively.

Prioritizing customer inquiries entails assessing their urgency and impact on retention. Share how you use data to guide your decision-making, ensuring that urgent matters are resolved quickly while maintaining quality service.

Explain that key metrics could include renewal rates, Net Promoter Score (NPS), and customer satisfaction scores. Discuss how you analyze these metrics to make informed decisions that can improve customer retention.

Provide concrete examples illustrating your successful upselling techniques, focusing on how you identified the customer's needs and paired them with appropriate product offerings that enhanced their investment in HubSpot.

Discuss your approach to gathering and analyzing customer feedback. Clearly explain how you would use this information to refine processes and improve customer experiences, which aligns with HubSpot’s commitment to growth.