Manager, Renewals

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company? 

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers. 

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

We know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive. 

The Opportunity
The Manager of Renewals is instrumental in leading and developing a growing team of Renewals Managers, ensuring they become experts in the renewal process. This role involves coaching, mentoring, and managing the team while handling a small portfolio of accounts to stay connected with the customer renewal experience. Reporting to the Senior Manager of Renewals, you will help drive key strategies for customer retention and growth, working closely with internal stakeholders across various functions. The ultimate goal is to retain and grow the customer base, maximizing
lifetime value.

Key Responsibilities

People Management & Team Development

• Support the Senior Manager of Renewals in delivering the company's Renewals Strategies, Price Optimization Programs, and Retention & Forecasting initiatives.
• Lead and coach the renewals team, defining best practices for managing the renewal book of business and providing areas for improvement.
• Conduct weekly 1:1s with team members, offering mentorship on customer renewals, pricing negotiations, and contract management.
• Provide regular, constructive feedback to Renewals Managers, ensuring continuous improvement and personal growth.
• Serve as the trusted escalation point for team members, stakeholders, and customers, particularly in cases where churn or contraction risks arise.
• Identify process improvement opportunities in renewals management for the region and recommend changes to the leadership team.
• Recruit, onboard, and train new Renewals Managers as the team grows, collaborating with leadership to enhance the onboarding process.
• Lead and present in team meetings, sharing updates on strategies, successes, and areas for improvement.
• Work closely with Operations to define best-in-class renewal processes and ensure efficient workflows.

Renewals Management

• Oversee the renewal cycle, from quote creation to contract finalization, ensuring timely renewals before contract end dates.
• Manage administrative tasks such as reviewing previous contracts, generating new quotes, and creating order forms with accuracy.
• Identify upsell opportunities by understanding product usage in collaboration with the Sales team.
• Partner with Customer Success, Account Managers, Legal, and Finance to optimize performance on renewals.
• Conduct renewal calls with key stakeholders, building long-lasting customer relationships.
• Meet and exceed renewals targets in a dynamic, fast-paced environment.
• Resolve issues and respond to inquiries related to subscription contracts in an efficient and timely manner.
• Uphold the company’s values and contribute to promoting an inclusive, supportive workplace.

Expertise Required:

• Minimum 3+ years of experience in renewals management, preferably within an IT or SaaS environment.
• Proven leadership skills with a track record of coaching and mentoring teams to achieve performance goals.
• Strong analytical and problem-solving skills, with meticulous attention to detail.
• Excellent interpersonal skills with the ability to foster strong relationships internally and externally.
• Experience with CRM systems such as Salesforce; experience with Salesforce Case Management is a plus.
• Proficient in Microsoft Office tools (Outlook, Excel, PowerPoint).
• Ability to adapt to a rapidly changing business environment and stay informed of industry trends.
• Highly organized with the ability to manage multiple tasks and meet deadlines effectively.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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