Sr. Manager, EVERFI Renewals

Senior Manager, EVERFI RenewalsAs the Senior Manager of Renewals, you will create and spearhead a critical revenue stream at Blackbaud: EVERFI recurring revenue. Your primary responsibility is to establish and lead a team of Renewal Specialists in the strategy, execution, and proactive management for an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream. Your direct reports will focus on retaining annual recurring revenue, aligning with Blackbaud’s financial objectives.Additionally, you will oversee two tiers of renewals executives: Strategic Renewals Executives (SREs) for large EVERFI Enterprise clients with a high-touch engagement model and a separate tier for mid-market and SMB EVERFI customers with a scalable and volume-based model. Your team will create and optimize playbooks, processes, and tools. You will have responsibility for the full range of customer renewals from Commercial to Strategic.Please note: 4+ years of people management or team leadership experience required.Team Management:• Establish, lead, and develop a team of 5-8 Customer Renewal Representatives.• Direct a team whose primary objective is to retain and negotiate our customers’ recurring contracts with the best possible financial outcome for EVERFI from Blackbaud.• Recruit, motivate, and develop team members, including new hire and ongoing product and process training.• Conduct monthly, quarterly, and annual staff meetings, including regular deal review and strategy sessions.• Generate monthly analyses on team performance; define opportunities for spiffs and other initiatives to drive retention results or customer revenue growth.• Drive your team towards achieving established unit and dollar retention targets.• Collaborate with the Customer Success leader to ensure clear rules of engagement for a best-in-class customer experience.• Coordinate with the enablement lead to provide effective product and skill training to keep your team up to speed on new products, new releases, and innovative ways to engage with customers.• Ensure the highest quality of customer engagement by call coaching, joining your team on customer calls when needed, providing escalation support, and working 1-on-1 weekly with each of your direct reports.• Foster a culture of inclusion, collaboration, motivation, and productivity.• Manage performance, including providing feedback, conducting quarterly reviews, and proactively addressing performance concerns.Renewals Management:• Develop an optimal pipeline management strategy with your Renewal Representatives. This includes creating criteria and methods to identify customers at risk of canceling or reducing annual maintenance or subscription fees within their territories. Also, explore ways to uncover organizations prepared to expand their relationship with the Customer Success team (or account team).• Lead regular renewal pipeline reviews with your Renewals Representatives and prepare executive reviews for senior leadership.• Initiate targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory’s needs, in conjunction with Sales and Marketing when appropriate.• Collaborate proactively with Sales, Product Management, Success, K-12, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps.• Support your team in sales leads and up-sell efforts.• Represent and lead the renewal team in cross-departmental initiatives and projects.• Strategize regarding proactive approaches to ensure maximum and most efficient territory coverage.Performance Metrics and Goals:• Achieve 100% established unit retention and recurring revenue targets.• Attain 100% targets related to annual price increase, renewal term mix, and renewal completion goals.• Assist finance in the resolution of renewal disputes.Reporting and Analysis:• Deliver regular (monthly, quarterly) recurring revenue forecasts with Operations and the Renewals management team and identify specific areas of churn in your assigned territories.• Analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; contribute and lead monthly business reviews with the Executive team to summarize outcomes and make recommendations.• Pursue continual process improvements, including optimizing our organizational structure.Qualifications:• 10+ years in a sales, renewals, or account management/retention-focused role with 4+ years of people management or team leadership experience required.• Prior Sales management experience is desirable.• Prior experience with Salesforce.com desired.• High level of competency with Excel, including the ability to execute deep analysis in Excel.• Excellent verbal and written communication skills; ability to coach others in this area.• Experience leading meetings with 50+ people in a managerial capacity.• Experience delivering presentations to Executive Level audiences.• Strong organizational skills with an emphasis on detail, especially when it comes to measuring Rep productivity and pipeline/forecast organization.• Experience working with a wide variety of co-workers to achieve customer retention and customer satisfaction targets.Stay up to date on everything Blackbaud, follow us on Linkedin, Twitter, Instagram, Facebook and YouTube ​Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.A notice to candidates: Recruitment Fraudulent Alert: Your personal information and online safety as a candidate mean a lot to us! At Blackbaud and our portfolio of companies, recruiters only direct candidates to apply through our official careers page at https://careers.blackbaud.com/us/en or our official LinkedIn page. Recruiters will never request payments, ask for financial account information or sensitive information like social security numbers, or conduct interviews via Skype. Anyone suggesting otherwise is not a representative of Blackbaud. If you are unsure if a message is from Blackbaud, please email blackbaudrecruiting@blackbaud.com.The starting base pay is $87,700.00 to $114,200.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.Benefits Include:• Medical, dental, and vision insurance• Remote-first workforce• 401(k) program with employer match• Flexible paid time off• Generous Parental Leave• Volunteer for vacation• Opportunities to connect to build community and belonging• Pet insurance, legal and identity protection• Tuition reimbursement program