Job description
About Us:
Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.
We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.
The Role:
As a Renewal Manager, you will be responsible for owning and handling customer renewals across Datacor. You will communicate and work directly with customers and internal stakeholders such as Sales, Finance, Customer Success, and Services to ensure successful execution of renewals and resolution of customer inquiries. You will be responsible for managing a high volume of account-related tasks and inquiries centered on maximizing customer investment with the Datacor platform.
What you will gain:
- Renewal Management Expertise: Develop comprehensive understanding of renewal processes, negotiation strategies, and customer lifecycle management across diverse customer segments and product lines
- Customer Relationship Development: Build experience managing sensitive customer conversations and maintaining long-term relationships with key stakeholders and decision makers
- Cross-Functional Collaboration Skills: Work closely with Sales, Customer Success, Finance, and Services teams to develop strong internal partnership and communication capabilities
- Commercial Acumen: Gain hands-on experience with forecasting, risk assessment, account planning, and revenue optimization through renewals, upsells, and cross-sells
- B2B Software Industry Knowledge: Deepen understanding of enterprise software renewal cycles, SaaS business models, and process manufacturing industry dynamics
- Career Foundation: Build strong foundation for advancement in account management, customer success, or revenue operations roles within the software industry
Responsibilities:
- Develop and execute varying negotiation strategies for customers of different size / segments / product lines to maximize contract value while empathizing with customers’ situations and protecting and enhancing customer trust
- Communicate directly with customers to accurately resolve a high volume of renewals/inquiries in a timely manner while providing exceptional customer service by collaborating with Customer Success, Support/Services, and Finance
- Collaborate with Customer Success and Sales teams to identify and maximize opportunities for account growth and expansion
- Contribute to scaling the Renewal team by providing feedback, piloting new processes, and developing playbooks for successfully executing renewals
- Identify customer requirements, uncover roadblocks, escalate pain-points, and demonstrate strong account management and commercial capabilities to drive renewal to on-time resolution
- Provide management with complete visibility to renewals and solicit executive involvement as required
- Accurately maintain/update a rolling 120-day renewal forecast and communicate any renewal risk to internal resources in order to develop resolution strategies
- Achieve financial and strategic goals for minimizing attrition, positioning favorable terms, and boosting incremental growth via up-sells, cross-sells and add-ons
In your first year as a Renewal Manager, your success will be defined by achieving the following milestones:
- Develop a keen understanding of Datacor’s products and value proposition to customers and positioning in our industry
- Develop a comprehensive understanding of B2B enterprise software/SaaS industry and commonly used terminology and concepts
- Learn, develop, and execute negotiation strategies to handle and own customer renewals across Datacor and identified product lines to help achieve business objectives while enhancing customer trust and minimizing churn
- Develop and maintain renewal forecast dashboards and KPIs to track renewal resolutions
- Develop strong relationships with internal stakeholders, fostering collaboration across teams to meet renewal objectives and to resolve customer inquiries effectively
Qualifications:
- Experience working in Business Development Representative (BDR), Account Management, Renewals, or Customer Success in a B2B enterprise software environment; BDR or direct renewal experience being a strong advantage
- Experience with proactive outreach, multi-touch communication sequences, and phone-based customer engagement
- Strong customer management and clear communication skills with the ability to effectively lead sensitive customer conversations over calls and emails
- Seek to understand and empathize with multiple perspectives in a situation
- Demonstrated ability to execute healthy negotiation and interpersonal problem-solving skills
- Ability to demonstrate a strategic mindset to enable persuasive value conversations with customers at an executive level while empathizing with customers and their unique situations
- Strong process management, financial acumen, and ability to apply strict policies
- Ability to react and adapt to potential rapid shifts in priorities and organizational policies
- Able to understand technical concepts and communicate that to internal and customer stakeholders across all levels
- Ability to problem solve and excel in high levels of uncertainty and change or ambiguity
- 4-year college degree or equivalent experience
