Renewals Manager

**About Us**:
We are creating a window to help organizations see the world from another point of view—a way to feel what others are feeling.

UserTesting (NYSE: USER) is the leading provider of on-demand human insights. More than half of the world's top 100 brands rely on the **UserTesting**Ⓡ **Human Insight Platform to help them make customer-informed decisions at the speed business demands. At UserTesting, we believe empathy is a core component of who we are and how we work, driving us to hold ourselves accountable and ensure we can see and experience things from other people's perspectives.

We're leading a movement for empathy. This means shifting from only seeing business-as-numbers to seeing business for people. This empowers us to bring our authentic self to work every day, and it's what drives every single person at UserTesting. To empower our employees to do their best work, we offer them an exceptional experience: a collaborative culture, fantastic career growth, and development opportunities, lots of social interaction, and holistic benefits that are curated with you in mind.

If you read one of our job descriptions, feel energized by what you see, and believe you would bring passion and commitment to the role, please apply Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities, as we are growing fast.

**The Opportunity**:
**Responsibilities**:

- Take ownership of renewal opportunities, forecasting, negotiation and engaging internal resources with the goal of closing renewals with growth prior to contract expiration
- Identify requirements, uncover roadblocks and demonstrate account management capabilities to drive renewal to on-time completion
- Effectively partners with sales and CSM account teammates to deliver value-based pricing solutions that are both fair and allow for future expansion growth
- Responsible for identifying upsell opportunities within customer accounts through consultative discovery conversations and at times partnering with a sales representative to maximize ARR growth potential
- Goal of maximizing contract value while protecting and enhancing customer relationship
- Responsible for pipeline management of assigned accounts and accurate record updates in Clari/Salesforce daily
- Accurately forecast projected revenue attainment to revenue management as requested by Manager
- Provide management with complete visibility to renewals and solicit involvement as required
- Communicate risk clearly and take the lead and/or coordinate with account team members in developing resolution strategy
- Efficiently handles customer inquiries related to quotes and pricing
- Performs outbound renewal activities such as discovering and educating new stakeholders and renewals qualifications for existing customers
- Displays strong acumen for discovery and implements MEDDICC/Command of the Message framework to better qualify the opportunity
- Expert understanding of pricing models and how best to position to customers
- Positively interacts and collaborates with customers and internal business groups to ensure a smooth transaction for the customer
- Maintain consistent high-level knowledge of the product and recent updates
- Recognize and escalate difficult technical or business issues within Sales, CS, Customer Support, and any other parts of organization, to work a solution which results in prompt sales closure and optimal customer satisfaction
- Build strong working relationships across departments supporting renewals
- Successfully negotiate all issues related to renewals
- Partner to drive stakeholders to engage in local events, University content, CommUnity, or other enablement resources
- Capable to deliver high-level product demonstrations or platform overviews as part of educating new stakeholders
- Creative and thoughtful problem solver utilizing any resource necessary
- Strong customer focus on service, satisfaction, enablement and success

**What We're Looking For**:
Revenue/Retention:

- Achieve monthly, quarterly and annual renewal revenue targets
- Achieve and exceed target retention rates for assigned accounts (gross and net retention)
- Exceed contract retention targets

Experience and Skills
- Bachelor's Degree or equivalent is preferred
- Strong organizational skills
- Ability to prioritize tasks
- Demonstrated problem solving skills
- Ability to handle multiple tasks in an efficient and professional manner
- Decision making skills, and ability to show good judgment in decision making
- Strong communication skills, both written & verbal
- Strong attention to detail and organization
- At least 2+ years experience in Renewals Management, Sales, Customer Success, Account Management
- Proven track record of exceeding your sales retention/growth targets
- Ability to work under a deadline
- Ability to effectively communicate and build rapport with a wide variety of personas