Team Leadership and Management:

Recruit, onboard, train, and mentor a team of Renewals Specialists based in Manila.
Set clear performance expectations, provide regular coaching and feedback, and conduct performance reviews.
Foster a positive, collaborative, and results-oriented team environment.
Monitor team performance against key metrics (renewal rate, churn rate, revenue retention) and implement strategies for improvement.
Manage team workload and ensure equitable distribution of accounts.
Serve as a point of escalation for complex renewal issues and customer concerns.
Stay informed about team member progress and provide support to ensure individual and team goals are met.

Renewal Strategy and Execution:

Develop and implement effective renewal strategies and processes for the commercial account segment.
Collaborate with Sales, Customer Success, Support, and Product teams to ensure alignment and a seamless customer experience throughout the renewal lifecycle.
Analyze renewal data and trends to identify opportunities for improvement and optimization of renewal strategies.
Contribute to the development of renewal forecasting and reporting mechanisms.
Ensure the team accurately forecasts renewal rates and revenue.

Customer Engagement and Relationship Management:

Lead by example in building and maintaining strong relationships with key commercial customers.
Provide guidance and support to the team in their customer interactions, ensuring effective communication and value articulation.
Participate in strategic renewal discussions with key accounts as needed.
Ensure the team proactively engages with customers approaching their renewal date to understand their needs and address any concerns.
Champion a customer-centric approach within the renewals team.

Process Improvement and Operational Excellence:

Identify and drive continuous improvement initiatives within the renewal process to enhance effi ciency, scalability, and customer satisfaction.
Ensure the team adheres to established renewal processes and utilizes CRM (e.g., Salesforce) effectively for accurate record-keeping and reporting.
Contribute to the development and maintenance of renewal-related documentation and resources.
Stay up-to-date on product knowledge, industry trends, and best practices in renewal management and team leadership.

Reporting and Analysis:

Generate regular reports on team performance, including renewal rates, revenue, churn, and team activity.
Analyze team performance data to identify trends, insights, and areas for improvement.
Provide accurate and timely updates to management on team performance, forecasts, and key initiatives.

RENEWALS LEAD

RECRUITMENT PROCESS