Remote Renewal Manager

Summary

The job is for a Renewal Manager at PagerDuty, responsible for managing software renewals, collaborating with internal teams, and maintaining accurate information in Salesforce. The ideal candidate should have experience in customer relationship development, strong communication skills, knowledge of IT operations, and be self-motivated.

Requirements

• Positive attitude and passion for learning and helping others
• Experience developing customer relationships in a renewals team, as an account manager, inside sales, Customer Success Management, renewal sales, or direct response role in the past
• People Person. You have strong interpersonal skills and strive to maintain strong relationships with your customers and your colleagues. Your customer service and communication skills are top-notch, over the phone, in email, and Web meetings
• Self-motivated, eager to learn, and not afraid to seek out the expertise of others around you to adapt and perfect your work
• Ability to work independently and within a team environment
• Excellent Communicator. Strong written and verbal communication skills. You will have to be able to effectively communicate Rundeck's value as it pertains to use case
• Knowledge of IT operations and IT development organizations, systems, and tools
• Ability to deal with a transactional work environment. You will have to be detail-oriented, & able to excel at time management, and be well organized
• Problem solver. Clearly identify a problem, propose a solution, and resolve the issue

Responsibilities

• Own the subscription renewals process for an assigned customer list and collaborate with internal resources to preserve and improve customer contracts and relationships
• In coordination with the Customer Success manager, execute the customer success plays to increase software adoption and deliver business value to your accounts
• Responsible for creation of renewal order forms quotes and proposals
• Develop and execute negotiation strategies for customer subscription renewals that maximize contract value while protecting and enhancing customer trust
• Collaborate across multiple teams: sales operations, engineering, customer success, account executives, contracts, and legal
• Research and identify relevant customer contacts from multiple sources
• Maintain accurate information in Salesforce for accounts, opportunities, customer contacts, renewal pipeline, and forecast
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management to drive renewal to on-time closure
• Proactively manage any risk of the customer not renewing by working with other functions to develop a risk mitigation plan
• Provide on-going feedback about customers at risk to the management and the Customer Success Management team
• Identify and help position up-sell opportunities and engage Rundeck Account Executives
• Help to identify operational improvements in our renewal processes

Preferred Qualifications

• Working experience in a technology or SaaS company
• Software subscription experience a plus
• Experience using Salesforce CRM

Benefits

• Competitive salary
• Comprehensive benefits package from day one
• Flexible work arrangements
• Company equity*
• ESPP (Employee Stock Purchase Program)*
• Retirement or pension plan
• Paid parental leave - up to 22 weeks for pregnant parent, up to 12 weeks for non-pregnant parent (some countries have longer leave standards and we comply with local laws)*
• Generous paid vacation time
• Paid holidays and sick leave
• Dutonian Wellness Days - scheduled company-wide paid days off in addition to PTO
• HibernationDuty - an annual company paid week off when everyone at PagerDuty, with the exception of a small, coverage crew, is asked to take a much needed break to truly disconnect and recharge
• Paid volunteer time off - 20 hours per year
• Company-wide hack weeks
• Mental wellness programs