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Manager - Customer Success Renewals | Hyderabad - Hybrid
2 months ago
About Our Client
Our client is a global leader in the talent acquisition technology space with a strong record of over 20+ years in the space.
Job Description
Lead a team of Renewal Managers, prioritizing both results and employee morale. Ensure successful customer renewals within designated segments and territories by guiding and mentoring Renewal Managers and Customer Care Specialists. Contribute to establishing, implementing, and upholding a service level agreement, including defined expectations and time frames for issue resolution for end users. Optimize Renewal resources for peak performance, overseeing allocation for customer inquiries, projects, administrative tasks, and leave time. Interact with customers as needed to mitigate risk and secure renewals. Monitor trends and provide feedback to various teams including Professional Services, Labs, Sales, and Training Services. Evaluate, refine, and oversee performance metrics for Renewal activities, identifying areas for improvement and preventing future problems. Contribute to staffing plans, including conducting interviews, providing feedback on promotions, and developing a training program to enhance customer service and technical expertise. Foster a vibrant and merit-based work culture that attracts top talent. Coach and lead the team by providing appropriate training, removing obstacles to performance, and promoting development
The Successful Applicant
Minimum of 8+ years of renewals, technical account support or account management experience desirable; or bachelor's degree; or relevant experience Minimum of 4 years of experience in a staff leadership position or relevant experience Prior SaaS Customer Service or Account Management leadership a plus Ability to be flexible in work schedule including nights Experience with HRIS, CRM and / or ATS is a plus