Channel Renewals Manager

US-TN-Nashville | US-IL-Lincolnshire | US-GA-Alpharetta | US-NY-Manhattan | US-MA-Framingham | US-CA-San Jose | US-CA-Irvine | US-CA-Sacramento
Job ID
44718
Function
Customer Support

Overview

Leads a team that provides strategic focus to the customer experience. Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.

Responsibilities

  • Work with Key Distributors within in NA to ensure education and process automation for higher renewal rates
  • Identifies opportunities to improve service delivery and provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes
  • Oversees and coordinates delivery of all aspects of client solution including custom features and add-ons, within established and communicated development
  • Serves as the primary contact in the customer experience team in resolving issues for the client and conducts each point of engagement with high degree of preparedness, professionalism and efficiency to support client retention / renewal
  • Plans, schedules and executes regular customer and partner meetings to review service plans and recommends improvement to services
  • Advises the client and introduces client to new offerings / upsells to assist client in solving business problems
  • Delivers cost reduction goals and demonstrates ownership of revenue goals and understanding of P&L aligned with Sales
  • Works collaboratively with cross-functional teams to align customer interests with business objectives Supports service delivery readiness on complex accounts which may include multi-national or global accounts or key customers
  • Analyzes data provided by the customer and provides regular updates to management to help drive effective business decisions
  • Ensures customer SLA’s / KPIs and quality standards are met
  • Ensures territory/vertical readiness for new product and offer launches
  • Delivers service reference customer case studies to distinguish company services and solutions from competitors
  • Acts as primary training resource for critical installations or conversations

Qualifications

  • Bachelor’s degree
  • Preferred Work Experience (years): 5-8 years of experience
  • English fluency – written and verbal. Local language requirement may also apply.
  • Intermediate to advanced level skills in Microsoft business applications including Word, Excel and Outlook
  • Customer service values / orientation
  • Solid professional work behaviors (attendance, teamwork, time management)
  • Strong communication skills (listening, providing clear and concise information, using proper language and grammar)
  • Demonstrates an understanding of key financial factors
  • Full knowledge of job related knowledge and procedures
  • Intermediate to advanced skills in delegation and follow up
  • Ability to design and deliver reports for clients

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