Build something new with a world-class team.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they’ve been hired to do: their very best. Your potential is waiting; why are you?Position PurposeThis position will work to enable execution on the Genesys mission, to power the world’s best customer experiences. The Managerial role reports into the Regional Director of Renewal Management and leads a team of Renewal Managers whose primary goal is to maximize revenue/bookings across all renewal revenue in each region. Renewal revenue spans all platforms including cloud subscriptions, on-premises maintenance renewals, on-premise subscriptions, and customers migrating from one platform to anotherKey ResponsibilityThe Manager is responsible to guide a team that secures and grows the annuity stream of renewal revenue through disciplines and renewal best practices that result in orders prior to expiration. Responsibilities / Job DutiesIn this role, the primary responsibilities will include (but are not limited to):Meet/exceed quarterly and annual budgets; drive recurring revenue growth, renewal, and retention rates in region.Ensure quotes are delivered to customers/partners 150+ days in advance of expiration.Guide and coach Renewal Managers through to renewal 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, acting as an escalation point to secure renewals and drive behavior as necessary.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)Hosts regular calls with Renewal Managers to check on status of renewals, provide guidance, and keep a pulse on activity to close the order and ensure systems are updated accordingly.Track Purchase Order timeliness and other KPI’s in region to ensure wellness and get ahead of potential issues.Understand, predict, and manage effects on recurring revenue across a customers’ journey to migrate from one platform to another, including partnering with Sales and Strategic teams to advance migration strategies in region.Assist in educating Partner’s about KPI’s and the effect to renewals; work with Partners on areas that require improvement.Alignment with Leaders for cross-functional Customer Success teams to ensure close collaboration and efficiency.Put into practice Genesys renewal disciplines to achieve successful results. 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.Establish clear escalation protocol amongst regional team to ensure approvals are received in an efficient manner and if not, further discussions take place.Maintain strong knowledge of the Genesys Customer Success and Services 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 Analysts, Sales, CSMs, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation, etc.Remain familiar with Genesys entitlements, buying rules, and licensing practices.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.• Support outbound programs, e.g. Compliance, Reclamations Required Qualifications3+ years of selling and closing experience with software maintenance and/or subscriptionsClear understanding of both strategy and execution across a recurring revenue businessDetailed understanding of the importance of renewal and retention rates across a SaaS-type businessGraduate degree in BA/BSLanguage skills: EnglishSense of accountability, fortitude, and tenacity to achieve resultsEmpathy, but the ability to balance strong conversations to drive heightened individual performanceSuperior, active listening skillsExcellent objection handling 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 plusSkills and CompetencesFunctional skillUnderstands 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 ThinkCustomer Focus – Building strong customer relationships and delivering customer-centric solutionsDecision quality – Making good and timely decisions that keep the organization moving forwardBalancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholdersStrategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies. Thinking forward and demonstrating thought leadership in CX domain and customer business needsHow we Own ItEnsures Accountability – Holding self and others accountable to meet commitmentsAction oriented – Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasmHow we InteractCollaborates – Building partnerships and working collaboratively with others to meet shared objectivesManages Conflict – Handling conflict situations effectively with a minimum of noisePersuasive – Using compelling arguments to gain the support and commitment of othersActive listener – Focuses on the person speaking with the intent of understanding versus self-focus and controlCommunicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiencesOrganizational Savvy – Maneuvering comfortably through complex policy, process and people related organizational dynamicsHow we Show UpInstills trust – Gaining the confidence and trust of others through honesty, integrity and authenticitySituational Adaptability – Adapting approach and demeanor in real time to match the shifting demands of different situations#LI-RemoteAbout 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 complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered 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 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.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
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