Job description
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today’s complex digital landscape. By leveraging WalkMe’s features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP’s robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe’s intuitive digital adoption platform.
As a WalkMe Renewal Manager, you will play a crucial role in ensuring the continued satisfaction and retention of our client base. You will be responsible for managing the renewal process, fostering strong client relationships, and identifying opportunities for upselling and cross-selling.
The ideal candidate will possess excellent communication skills (both verbal and written), a deep understanding of the contracts being renewed, a proactive approach to customer success, ability to collaborate and ensure alignment between internal and external stakeholders throughout the renewal process, and good project management skills to ensure renewals are completed on time.
What You’ll Own
- Own and manage the end-to-end renewal process for a defined Book of Business.
- Report to senior management on the portfolio of accounts, focusing on renewal attainment and recommended course corrections
- Maintain accurate and up-to-date records of client interactions and renewal statuses.
- Provide regular reports and forecasts to leadership regarding renewal pipeline, risks, and opportunities.
- Report to senior management on your Book of Business, focusing on renewal attainment and recommended course corrections
- Implement strategies to increase customer retention and reduce churn through the defined renewal processes
- Partner with Account Executives and Customer Success Managers to sell multi-year subscription renewals and demonstrate the business value of the software subscription & services.
- Strategize with the Customer Success Manager and Account Executive on different renewal scenarios for each client and directly negotiate all terms with client procurement teams
- Prepare proposals, including renewal rate calculations, and order form preparation and utilize frameworks for exceptions for approvals
- Work closely with Install Base leadership, finance, legal & Order Management to ensure all contracts are accurate while also verifying contracts, data integrity of all quotes, review terms and conditions.
- Respond to questions from Customer Success Managers, Account Executives and WalkMe leadership on any aspect of the renewal
What You Need to Succeed
- 3 years of B2B SaaS renewals experience working with large, enterprise-level accounts (> $100k ACV) from a similar role (such as customer success, account management, SDR, BDR, or a related role)
- Experience in driving renewals with predictability and delivering against targeted gross retention rates.
- Ability to negotiate terms for complex deals while maintaining great client relationships.
- Superior time management skills; excellent attention to detail
- Extensive experience managing clients with Salesforce.com
- Demonstrate creativity and efficiency in your role by using A.I. to succeed.
- Ability to adapt quickly in a fast-paced environment, but also an interest in helping build & rollout sustainable processes
- Ability and willingness to mentor and coach junior renewal team members
- Proactive attitude with a focus on problem-solving and exceeding client expectations.
- Proven ability to successfully lead renewals with high gross retention, predictability, and customer experience
- Fluency in written and spoken Japanese is required.
What Sets Us Apart
- At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement Contributions: Ask HR about the specific offerings for your region!
- SAP’s acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
Our job titles may span more than one career level. The OTE for this role is between $145,000 and $160,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
