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?This senior role will lead a customer-facing team that delivers maximum and predictable renewal and retention rates through optimal and efficient customer-facing negotiations. They will drive on-time renewals, forecasting accuracy, and the application of pricing and packaging strategies that retain and grow bookings and revenue at the time of renewal.Genesys Renewal Management consists of team of dedicated, high-performing Renewal Managers who work with customers and partners to prescribe, negotiate, and secure renewal orders accretive to the business. Success is dependent upon close collaboration with the Customer Success & Services Organization and other functions across Genesys to ensure holistic proposals and value-driven commercials based on customer need, roadmap, and sentiment. Renewal Management has a demonstrated experience for implementation, consistent improvement, and target attainment.This role will be accountable for results, demonstrate thought leadership and high consultative/coaching skills, and recommend, orchestrate, and ensure the adoption of the right strategies to deliver higher net renewal/retention rates through price increases and other commercial plays. This Leader will work closely with related functions in Genesys for both strategic and process-oriented projects.The success of this role is built upon your experience leading global teams of highly skilled, customer-facing team members with experience of success across internal and external stakeholders as well as their own personal experience negotiating commercial terms within complex organizations and across multiple stakeholders.This Leader will mentor Renewal Managers who require the building of meaningful relationships with the ability to persuade and deliver intelligent negotiations through objective conversations. Genesys renewals are complex, exciting and require agility both internally (system complexity) and externally (various customer circumstances different by platform/roadmap).Responsibilities / Job DutiesIn this role, the primary responsibilities will include (but are not limited to):Actively participate in and lead a global team that implements a renewal discipline across all Genesys platforms that results in maximum retention rates through protecting customer relationships and growing recurring revenue.Deliver accurate in-quarter and future state forecasts, by customer for gross, net renewal, and retention rates including both known risk and uplift via price increases.Provide regular forecast updates including bottoms-up view by customer, timing of renewal booking, risk of churn, opportunity for price action, and expected closure dates.Implement strategic commercial initiatives that facilitate higher price increases, align on-prem renewals to cloud migration roadmaps while ensuring on-time renewals/auto renewal for predictable and reliable bookings, revenue, and cash forecasting.Understand success criteria and formulae behind calculating gross and net retention.Establish regular cadence that reports on/raises awareness across trends that may inform different strategic priorities; examples: 1) excessive churn across specific industries, business reasons, etc. 2) price increase limitations across specific Geo's or platforms.Work closely with Customer Success leaders for awareness of renewal risk and opportunity for expansion at time of renewal; collaborate and deliver intelligent and optimal renewal events that truly deliver a positive customer experience built on business requirements while protecting recurring revenue retention.Establish key partnerships with regional sales leaders to align on joint renewal & expansion opportunities including strategic measures in parallel with active migrations.Partner closely with cross-functional resources internally to ensure smooth, scalable and accretive commercial offers including but not limited to Deal Support, Legal, Order Management, Accounts Receivables/Collections and Product Management.Establish a regular cadence of Business Reviews with Leadership (and active stakeholders, including C-level) with business results, opportunities for efficiency, customer feedback and risk trends, attrition detail and resolute insights.Follow established escalation protocol for quote approvals including price negotiations and special terms relating to the renewal contract and/or future state recurring revenue.Maintain thorough knowledge of Genesys core values and success criteria complimentary to delivering exceptional customer experiences.Maintain sufficient product knowledge to make informed decisions that align economics of a renewal contract to the roadmap and value realization customers receive from full usage, adoption and expansion.Required QualificationsYou should have a Bachelor’s Degree in a business or financially related field, however we value experience more. A lot of it. You will need at least 15+ years experience leading and participating in a recurring revenue-generating field, ideally with company accounts and complex partners.Proven record of meeting/exceeding established goals.Familiarity with CX (industry and technology) to better understand customer interactions and desired outcomes.Excellent ability to develop relationships through a balance of empathy and meaningful conversations that result in desired external and internal outcomes. Excellent, active listening and collaborative skills.Experience representing company for public speaking events with excellent written and verbal communication skills.Flexibility to guide a global team including time zones and adaptation to cultural differences.Ability to work and deliver within tight deadlines and willingness to work longer than standard hours to ensure a task is completed on time when required.Positive attitude, self-motivated, and high willingness to learn and motivate teams. Must be a “hands on” leader in bringing process discipline and a focus on achieving tangible goals that is consistent with the winning high-performance culture of Genesys.Highly collaborative and can partner effectively with functional leaders across Genesys, aligning with the company’s strategic direction.Strong collaboration and influencing skills with the ability to work alongside multiple executive team members including C-Suites.Inspirational leadership profile that fosters trust, respect, collaboration, and unification across cross-functional teams to meet the changing needs of customers. Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce, Tableau, on-line communities and social media platforms. Passionate about making customers successful.Compensation:Market competitive salary with an anticipated base compensation range of $150,150.00 - $311,850.00. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and locationSkills and CompetenciesAnalytics MindsetTranslate data analysis into customer business impacts - Ability to translate insights from data into customer business impacts (e.g., unrecognized value, operational underperformance, etc.)Functional SkillUnderstands and executes a successful recurring renewal management practice – takes ownership to secure and grow recurring revenue through renewal orders across premise, cloud, and subscription platforms.How we ThinkCustomer Focus – Building strong customer relationships and delivering customer-centric solutionsBalancing 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 needsDecision Quality – Making good and timely decision that keep the organization moving forwardHow we Own ItEnsures Accountability – Holding self and others accountable to meet commitmentsPlans and Aligns – Planning and prioritizing work to meet commitments aligned with organizational goalsAction 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 objectivesPersuasive – Using Compelling arguments to gain the support and commitment of othersManages Conflict – Handling conflict situations effectively with a minimum of noiseActive 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 tch the shifting demands of different situation#LI-DNPCompensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities. $0.00 - $0.00Benefits:Medical, Dental, and Vision Insurance. Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf 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 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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