Associate Renewals Manager

As the Associate Renewals Manager at ROLLER, you will be managing the entire renewals process for our scaled customers. This includes tracking and preparing renewal contracts, communicating with customers about timelines and pricing, and ensuring timely execution of renewals. Additionally, you'll work closely with internal teams like Sales, Customer Success, and Legal to address any concerns, all while maintaining meticulous records.

To be successful as an Associate Renewals Manager at ROLLER, you should have 1-2 years of experience in contract administration, customer success, or sales support, preferably within a SaaS environment. Strong organizational skills, attention to detail, and excellent communication abilities are crucial. Familiarity with CRM systems, specifically Salesforce or HubSpot, as well as a basic understanding of billing practices are also important.

The interview process for the Associate Renewals Manager position at ROLLER is both thorough and engaging. Initially, you'll have a call with our Talent Acquisition Manager to discuss your background and ask questions. Next, you'll meet the Hiring Manager to dive deeper into your experience, followed by 'loop interviews' with the wider team to ensure cultural fit. If all goes well, you’ll receive an offer after reference checks.

At ROLLER, we prioritize professional growth for every team member, including our Associate Renewals Manager. We offer various opportunities for training and advancement within the company. As you contribute to our mission of enhancing customer success, you’ll have avenues to expand your skill set and take on new challenges within a rapidly growing organization.

The benefits for the Associate Renewals Manager role at ROLLER include competitive salaries, performance-based bonuses, comprehensive health and wellness packages, and a dynamic work environment that fosters collaboration and fun. We understand the importance of work-life balance and are committed to providing a supportive workplace culture.

When faced with multiple contract renewals, it’s essential to establish a clear priority system based on renewal dates and client relationships. I recommend using a project management tool or CRM to track deadlines and progress, frequently reassessing priorities to accommodate new developments. Remember, communication is key; keep stakeholders informed to manage expectations effectively.

Maintaining strong customer relationships as an Associate Renewals Manager involves proactive communication, regular check-ins, and offering personalized support based on client needs. Listening to feedback and being responsive to concerns showcases your dedication to customer success, helping you create long-lasting partnerships that benefit both parties.

Sure! In my previous role, I encountered a situation where a customer was hesitant to renew due to pricing concerns. I sat down with the customer, listened to their concerns, and worked with my sales and finance teams to create a tailored offer that retained their business while still aligning with our goals. This resolution not only secured the renewal but also strengthened our relationship.

In a situation where a renewal is at risk, I would quickly identify the primary blockers and escalate the issue to relevant internal stakeholders. Also, I would communicate transparently with the customer about the potential delay and provide them with an updated timeline. Proactive communication helps in managing expectations and building trust.

I have extensive experience using Salesforce and HubSpot in my previous roles. I utilized these platforms for tracking customer interactions, managing renewal timelines, and analyzing renewal data to optimize our processes. By organizing customer profiles and documenting all touchpoints, I could ensure consistent follow-up and improve overall customer satisfaction.

I am excited about the opportunity to work at ROLLER because of your commitment to enhancing customer experiences within the leisure and attractions industry. Your emphasis on teamwork and collaboration mirrors my own values, and I am eager to contribute to a fast-growing company that values both its employees and customers. Joining ROLLER allows me to combine my skills in renewals with my passion for delivering exceptional client success.

My approach to learning new billing and invoicing practices involves taking the initiative to research best practices and seeking tutorials or courses that dive into specific aspects of SaaS billing. I also believe in gaining practical experience by shadowing colleagues in finance and billing departments, ensuring I can apply this knowledge effectively in my role as Associate Renewals Manager.

To ensure accuracy when entering renewal data into a CRM, I implement a careful double-check system. After inputting the information, I cross-reference it against original documents and prior records. Additionally, I advocate for regular team reviews of entries to catch any discrepancies early on before they escalate, fostering a culture of accountability.

During negotiations of contract terms for renewals, I believe in a collaborative approach that focuses on understanding the customer’s needs while clearly communicating our value proposition. By preparing for discussions with data-backed insights and being flexible on terms while maintaining essential elements, I can negotiate successfully and achieve a win-win outcome.

Absolutely! In my previous role, I identified that one of our customers was struggling to fully utilize our product features. I organized training sessions to teach them about the tools available, which increased their usage and satisfaction significantly. This proactive approach not only contributed to their success but also resulted in their renewal and upsell opportunities down the road.