Manager Customer Renewals

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for?

Description

• Manage a team of 9 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients’ recurring maintenance and subscription contracts
• Drive your team towards achievement of established volume and dollar retention targets
• Support the highest quality of customer engagement by call coaching, joining your team on customer site visits, providing escalation support, and by working 1 on 1 weekly with each of your direct reports
• Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
• Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with UKG
• In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory’s needs
• Proactively collaborate with Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps
• Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories
• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Corporate and Vertical Executive teams to summarize outcomes and make recommendations.

Qualifications

• At least 2 years of renewals management experience
• Prior people management experience in a related field (SaaS technology, sales, relationship management)
• Ability to lead meetings with 20+ people in a managerial/lead capacity; ability to deliver presentations to Executive Level audiences
• Ability to negotiate price, other concessions, and terms & conditions
• High degree of competency with communication and analysis tools, specifically Microsoft Office
• Strong collaboration skills partnering with other business areas

• Bachelor’s degree or equivalent
• Experience defining and implementing new processes and tools
• High level of verbal and written communication skills
• Prior experience with Salesforce

San Francisco Bay Area Pay Law

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.