Manager, Customer Renewals

at  UKG Ultimate Kronos Group

COMPANY OVERVIEW

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 & QUALIFICATIONS

Description
About the Team:
The Customer Renewals team is dedicated to proactively engaging with customers to ensure they effectively utilize the company’s products, leading to consistent renewals and high retention rates. This team works collaboratively with key stakeholders across the business and accounts, emphasizing strategic planning and relationship building to drive success.
About the Role:

The Manager of Customer Renewals will have responsibility for UKG HCM recurring revenue and is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your direct reports will be responsible for retaining an aggregate of $150M-$200M in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns.

• Manage a team of 5-8 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients’ recurring subscription contracts
• Drive your team towards achievement of established unit and dollar retention targets
• Support the highest quality of customer engagement by call coaching, joining your team on customer calls, 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 Enterprise Relationship Managers, 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
About You:

Basic Qualifications:

• 2+ years leadership/management experience
• Prior SaaS Renewals and/or Sales management experience
• 3+ year customer/partner facing experience

Preferred Qualifications:

• Proven strong leadership skills and senior level management experience in the software industry
• Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to Executive Level audiences
• Strong collaboration skills partnering with other business areas
• Ability to negotiate price, other concessions, and terms & conditions
• Prior experience with Salesforce.com
• High level of competency with communication and analysis tools such as Microsoft Office; must be proficient in Excel and familiar with Excel pivot tables
• Bachelor’s degree or equivalent

• Manage a team of 5-8 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients’ recurring subscription contracts
• Drive your team towards achievement of established unit and dollar retention targets
• Support the highest quality of customer engagement by call coaching, joining your team on customer calls, 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 Enterprise Relationship Managers, 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 recommendation