Senior Renewals Manager

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

This is a hybrid position at The Foundry, BGC, Taguig City (at least 2 days a month onsite)

The Senior Manager of Customer Success is a vital part of the management team for the Customer Excellence organization.  This role’s focus is to primarily lead the strategic planning and execution of the Dynamic CS Team to ensure the successful adoption, maturity, and growth of our customers, across client's scaled customer business.

A significant part of your role will be working closely with the CS Key Stakeholders and ensure alignment on the team’s work and processes to bring about the best results and growth of the organization.

As a Senior Manager, it is important that you hone and guide the Team Leaders under your leadership.

• Manage, motivate, and provide guidance to the overall Commercial Renewals team.
• Optimize work processes while developing talents.
• Provide operational oversight of the business to deliver on targets and KPIs.
• Support and work closely with the Key Stakeholders and provide sound recommendations that could impact important decision making for the organization.
• Facilitate goal-level creation for the broader function, help ensure that these goals are cascaded and clear to all team members and measure progress towards these goals.
• Identify and adopt best-practice processes and where necessary, identify shortfalls and suggest operation and system improvements.
• Hire and guide Team Leaders and Renewal Manager and coach them to be successful in their role.
• Mentor and guide Team Leaders, fostering a culture of high performance.
• Communicate business and high-level goals to Team Leaders for proper alignment and understanding when driving individual and team performance.
• Build a team that wins and has fun.
• Lead the development and execution of robust renewal forecasting and pipeline management strategies.
• Utilize data-driven insights to make informed decisions and optimize renewal processes.
• Leverage data analytics to drive decision-making processes within the Commercial Renewals Team.
• Implement data-driven strategies for customer success, ensuring effective problem-solving and continuous improvement.
• Effectively communicate and provide updates to Renewals Leadership on a weekly, monthly, quarterly, and annual basis.
• Partner with other cross-functional teams for process alignment, improvements on gaps identified and work on projects leading to a mutual success.
• Monitor, evaluate and revisit existing strategy and processes to ensure that the overall vision and strategy of the Commercial Renewals Team is being achieved.
• Serve as an additional escalation point for customer issues ensuring issues are resolved quickly by leveraging resources across the company.
• Provide guidance to the team on best practices for successful negotiations and objection resolution.
• Demonstrate strong presentation skills in conducting QBRs and other presentations for key stakeholders.
• Serve as the point person for the Commercial Renewals Team in general.
• Develop a career path for Renewal Managers & Team Leaders; and provide opportunities for advancement where appropriate.
• Provide exemplary leadership.

• 5+ years of renewal leadership experience, preferably within a SaaS organization
• 5+ years of management experience, preferably within a SaaS organization
• Experience in managing Team Leaders and/or Junior managers is an advantage
• Experience building successful programs around renewal management
• Experience building or running a scaled renewal management motion a plus
• Excellent communication skills both with customers and within an organization
• Ability to mentor Team Leaders and facilitate needed trainings to help them be more effective in their role
• Ability to handle and manage conflicts within the team
• Strong track record of identifying trends and providing recommendations to address customers’ needs Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with a renewal management team.
• Strong track record of building a positive team culture.
• Ability to challenge team members and be challenged to achieve team goals.
• Proactive interest to increase customer satisfaction and deepen customer relationships.
• Comfortable and willing to be a hands-on contributor.
• Experience with enterprise SaaS vendors preferred.
• Ability to build and maintain strong relationships with a diverse set of internal and external constituencies including senior-level executives, and legal, technical, finance, sale and marketing experts.
• Excellent organization, change management, and communication skills.
• Willingness to 'roll up one's sleeves' and assist wherever needed.
• A ‘solutions, not problems’ mindset
• Ability to work independently and to deliver on detail as well as strategy.
• Team player who will innovate to continue improving the way client serves its customer.

• Experience in managing multiple GEOs, territories, and Team Leaders
• Experience in managing sales, specifically generating cross sell and upsell expansion opportunities
• 3+ years of end-user or intermediate-level CRM experience, preferably in Salesforce.com and its reporting functionalities.
• Previous experience with Clari or other renewal management platforms preferred.
• Working knowledge of one or more of the following business areas is preferred: Quote to Cash Processes; Contract Management; Digital Documents; Salesforce.com

Ninja Perks and Benefits

*Full time employees

●     Competitive compensation

●     Adherence to government-mandated benefits

●     Retirement Savings Program with Company Matching

●     Life Insurance

●     HMO on day 1

●     Paid time off, birthday leave

●     Bonus and incentive plans

●     Opportunities for skills training and personal and professional development

●     Employee Referral Program

●     Beautiful office space (for onsite employees)

●     Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.