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.Job Title: Renewal Manager EMEADepartment & Team: CSSummary: This position will work to enable the execution of Genesys’ mission, to power the world’s best customer experiences. The Renewal Manager is responsible to secure and grow recurring revenue and bookings for existing customers by applying Genesys best practices for recurring revenue management.The Renewal Manager is responsible for obtaining Purchase Orders, before the 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 Genesy's best practices for recurring revenue managementKey Responsibilities:In this role, the primary responsibilities will include (but are not limited to):· Meet/exceed quarterly and annual budgets; drive recurring revenue growth in the region.· Maintain a pulse on all renewals in a given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stakeholders, the potential for platform migration, account activity including license deals in process, the opportunity for expansion or revenue growth.· Accurate forecasting of recurring revenue/bookings in-quarter and in 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 the issue(s)· Secure Purchase Orders / Service Orders for each renewal before the expiration of the current term.· Manage renewals according to Genesys Key Performance Indicators which monitor the wellness of the business.· Understand, predict, and manage effects on recurring revenue across customers’ journeys to migrate from one platform to another. · Manage indirect renewals according to Genesys KPIs 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 CSM to educate them on the value of their ongoing support/subscription.· Align and sell renewal offerings that address business outcomes by the Customer Success Plan· Manage renewal negotiations according to Genesys renewal best practices and disciplines· Ensure 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 delivering 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 the 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 Advisor 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 DAP.• Outbound Programs, e.g. Compliance, Reclamations Minimum Requirements:· 3 years+ of selling and closing experience with software (SaaS) for the MENA Region;· Graduate degree in BA/BS;· Language skills: English, Arabic (additional language i.e Spanish, Italian a plus);· Sense of accountability, fortitude, and tenacity to achieve results;· Superior active listening skills;· Excellent objection-handling, conflict management, and negotiating abilities;· Strong collaboration skills and ability to work alongside multiple team members;· Strong time-management and organization skills;· Ability to multi-task and manage multiple streams of work simultaneously;· Excellent written and verbal communication skills;· Ability to effectively communicate with internal stakeholders;· Highly persuasive;· Highly resourceful when need to overcome barriers and objections;· Proven record of meeting/exceeding established goals;· Ability to communicate with all levels within the customer/prospect’s organization;· Enterprise software or contact center industry experience(s) a plus.Open to consider candidates from other European countries.Desirable Skills:· Functional skill· Understands and executes a successful recurring renewal management practice – takes ownership to secure and grow recurring revenue through renewals across premise, cloud and subscription platforms.· How we Think· Customer Focus – Building strong customer relationships and delivering customer-centric solutions· Decision quality – Making good and timely decisions that keep the organization moving forward· Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders· Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in the CX domain and customer business needs· How we Own It· Ensures Accountability – Holding self and others accountable to meet commitments· Action-oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm· How We Interact· Collaborates – Building partnerships and working collaboratively with others to meet shared objectives· Manages Conflict – Handling conflict situations effectively with a minimum of noise· Persuasive – Using compelling arguments to gain the support and commitment of others· Active listener – Focuses on the person speaking with the intent of understanding versus self-focus and control· Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences· Organizational Savvy – Maneuvering comfortably through complex policy, process, and people-related organizational dynamicsAbout GenesysEvery year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales, and service on any channel while improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys CloudTM, an all-in-one solution, and the world’s leading public cloud contact center platform, designed for rapid innovation, scalability, and flexibility. Visit www.genesys.com. Genesys is an equal-opportunity employer committed to diversity 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.#LI-MC1If 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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