Renewals Representative II

at  Zendesk

Job Description

JOB DESCRIPTION

The Renewal Manager (Lisbon, Portugal) will be responsible for assisting Zendesk customers in aligning their subscription to their current and future service needs in addition to Zendesk initiatives. They will partner with Customer Success and Sales as a dedicated Zendesk team for the customer. Ensuring that each customer is maximizing the value of their subscriptions, coordinating additional training or professional service interests, identifying expansion opportunities including additional products + agents, and making sure Zendesk has a strong understanding of the overall account health. Success in this role is measured by increasing the value of each subscription while reducing churn and contraction.
You will be part of a fast growing Renewals organisation at Zendesk.

QUALIFICATIONS

• Must have 3+ years experience in renewing and managing customer accounts
• Proficient level of English (another european language is a plus)
• Excellent phone presence and interpersonal skills
• Excellent verbal and written skills
• Results oriented
• Excellent time management skills
• Team Player
• Experience with Salesforce.com
• Articulate and professional
• Experience in negotiating SaaS contracts and pricing
  Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

THE INTELLIGENT HEART OF CUSTOMER EXPERIENCE

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request

• Lead future subscription negotiation at the time of renewal with a focus on reducing current discount and expanding term length
• Properly qualify expansion opportunities.
• Identify customers who are high risk leading to a potential churn or contraction.
• Partner with Customer Success and Sales teams in building save plans for at risk customers
• Work with our Customer Success and Sales teams to provide feedback on the growing requirements of our customers.
• Responsible for maintaining a 87% GRR renewal rate
• Responsible for meeting quarterly and annual goals
• Maintain timely renewals
• Manage renewal process from start to finish for all assigned opportunities
• Manage SalesForce opportunities accurately and staying up to date
• Manage customer campaigns as assigned.
• Mentor Associate Renewal Representatives.