Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experiences at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time. We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.Renewal Manager - Australia/New ZealandThis role will work to enable execution on the Genesys mission, to power the world’s best customer experiences. As the Renewal Manager you will secure and grow recurring revenue and bookings for existing customers by applying Genesys best practices for recurring revenue management.You will be responsible to obtain Purchase Orders, prior to expiration of the current coverage period, for all recurring revenue across cloud, on-premise, subscription, etc.This Customer/Partner-facing specialization focuses on renewing contracts by applying Genesys best practices for recurring revenue managementThis role opens up opportunities for applicants based in Sydney, Brisbane, Canberra, Melbourne, Auckland (NZ) and Wellington(NZ)What You’ll DoThe Primary responsibilities for this role include (but are limited to).Meet/exceed quarterly and annual budgets; drive recurring revenue growth in region.Maintain a pulse on all renewals in given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stake holders, potential for platform migration, account activity including license deals in process, opportunity for expansion or revenue growth.Accurate forecasting of recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address issue(s)Secure Purchase Orders / Service Orders for each renewal prior to expiration of the existing term.Manage renewals according to Genesys Key Performance Indicators which monitor wellness of the business.Understand, predict, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another.Manage indirect renewals according to Genesys KPI’s as well as Partner KPI results and when necessary, work with Partners on areas that require improvement.Engage with customers and partners, in close alignment with Genesys Customer Success Managers and Partner Success Managers, to educate on the value of their on-going support/subscription.Align and sell renewal offerings that address business outcomes in accordance with the Customer/Partner Success PlanManage renewal negotiations according to Genesys renewal best practices and disciplinesEnsure the application of Genesys governance, policies, and pricing practices are honored throughout the renewal negotiation.Ensure existing contract terms and conditions are in with the renewal quote and negotiation. Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.Maintain strong knowledge of the Genesys Customer Success values and commit to deliver an exceptional customer experience across all interactions.Ability to articulate and sell value around Customer Success offerings and identify upsell opportunities for incremental growth through adoption of add-on service elements throughout the customer lifecycle (ie: upsell).Work cross-functionally to drive accelerated renewal negotiations as necessary: Quoting Specialists, Sales, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation, etc.Remain familiar with Genesys buying/licensing rules; validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies.Validate usage reports and historical trending, in concert with Genesys Customer/Partner Success Managers and account teams, to drive expansion and upsell opportunities at the time of renewal.Work with strategic pricing in special agreements covering both new and renewal transactions (reducing discounts and application of Genesys Care policies and practices)Follow escalation procedures as documented; abide by Genesys Deal Approval Processes.Outbound Programs, e.g. Compliance, Reclamations, Migrations and Platform Evolution. You’ve been there and done this…...3 years+ selling and closing experience with software, software maintenance, or renewing subscriptions in a SaaS capacity.Graduate degree in BA/BS Language skills: EnglishSense of accountability, fortitude, and tenacity to achieve resultsSuperior active listening skillsExcellent objection-handling, conflict management, and negotiating abilitiesStrong collaboration skills and ability to work alongside multiple team membersStrong time-management and organization skillsAbility to multi-task and manage multiple streams of work simultaneouslyExcellent written and verbal communication skillsAbility to effectively communicate with internal stakeholdersHighly persuasiveHighly resourceful when need to overcome barriers and objectionsProven record of meeting/exceeding established goalsAbility to communicate with all levels within customer/prospect’s organizationEnterprise software or contact center industry experience(s) a plusPlease note that Genesys will not accept resumes from agencies at this time.To be eligible to apply for this role you must be legally permitted to work in in Australia. #LI-JM1#LI-HybridIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service™ our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting. This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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