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Customer Renewals Manager
3 weeks ago
Customer Renewals Manager
**Get to Know Us**:
It's fun to work in a company where people truly believe in what they're doing
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine
**Make Your Mark**:
The Customer Renewals Manager (CRM) is responsible for implementing and managing contract renewal initiatives. This role maintains contract revenue base at highest possible retention rate and protects contract revenue stream. The CRM's responsibility is to develop and drive the renewal process by reaching out to our customers in advance of their contract end date, negotiating with the customers and executing all phases of the subscription renewal lifecycle. The CRM will develop and retain existing customer relationships, working with the Customer Success Manager and the Account Manager, ensuring strategic renewal plans are in place. Grow both penetration and profitability within these clients to ensure targets are met and or exceeded. The CRM will own, drive, and lead the renewals process in collaboration with the CSM and account team to preserve and improve customer contracts and relationships. Partner with the CSM team to continually communicate BlackLine value to customers through the entire client lifecycle, including their renewal process.
**You'll Get To**:
Partner with the Account Management team to ensure collaboration and communication as to the status and sentiment of the client.
Negotiate and execute renewal contracts (in partnership with legal) that align to customer goals.
Enlist the efforts of sales reps, customer success managers, and senior management when necessary to accelerate the contract renewal process and ensure customer satisfaction.
Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that improve contract value while protecting and improving customer trust.
Communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate.
Actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time renewals.
Maintain visibility and accuracy of risk from churn and attrition, working with BlackLine CT Ops to update a rolling 90-day forecast of renewals.
Discover and identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth.
Improve account growth opportunities by playing an active role on and helping to identify incremental opportunities upon contract renewal.
Collaborate with internal resources (Competitive Intelligence, Pricing, Product Mgmt, Customer Success, Account Executives, etc.) to develop comprehensive 'win' strategies for renewals.
Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
Provide executive management with complete visibility to renewals and solicit executive involvement as required.
Analyze, review and price support renewals on a monthly basis.
Ensure timely contract renewal and promote awareness of upgrade and add-on opportunities to customers.
Ensure executed agreements are received and processed according to company policy.¯
Manage customer data in Salesforce and Gainsight
**What You'll Bring**:
2+ years of Quota Carrying experience (e.g., Renewals, Enterprise Sales, Account Management), preferably in a SaaS organization
Shown discovery, negotiation and closing skills
Capability of interacting comfortably with C-Level Executives
Experience working with Fortune 100 clients is a plus
Superior communication and interpersonal skills
Ability to identify and influence stakeholders from various roles, levels and profiles to drive collaboration and program excellence
Approaches work with a creative, problem-solving mindset
Self-motivated, proactive, energetic team player
Excellent time and process management skills, ensuring nothing slips through the cracks
Bachelor's degree in appropriate field
5+ years professional experience
**We're Even More Excited If You Have**:
Strong customer experience and technical accumen
**Thrive at BlackLine Because You Are Joining**:
- A technology-based company with a sense of adventure and a vision for the futur
