Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Renewal Manager – Japan
募集要項
Genesys（ジェネシス）は、企業が顧客や従業員により良い体験を提供し、信頼関係の強化やビジネス成果の向上につなげられるよう支援しています。
私たちのクラウドプラットフォーム「Genesys Cloud」は、AI技術を活用することで、お客様一人ひとりに合った共感的でパーソナライズされた体験を、大規模に提供することができます。これにより、企業の成長をさらに加速させています。
現在、世界中で6,000人を超える社員が在籍しており、「共感」と「チームワーク」を大切にしながら、高い成果をあげています。
Genesysでは、大手テック企業と同等の充実した福利厚生を整えているほか、一人ひとりが裁量を持ち、自らの仕事に責任と影響力を持って取り組める環境を提供しています。私たちと一緒に、顧客体験の未来を共に創り上げましょう。
リニューアル・マネージャー（日本担当）
Genesysでは、「世界最高のカスタマーエクスペリエンスを実現する」というミッションのもと、既存のお客様との契約を継続・拡大していくリニューアルマネージャーを募集しています。このポジションでは、クラウドやオンプレミス、サブスクリプション契約など、すべての継続契約について、契約満了前に更新手続きを進めていただきます。お客様・パートナー企業とのやり取りを通じて、Genesysのベストプラクティスを活かしながら収益を守り、さらに成長させていく重要な役割です。
主な仕事内容
以下を含む（但し、これに限定されない）業務を担当いただきます：
- 四半期・年間の売上目標の達成、継続契約の売上拡大
- 契約満了の150日前から準備を始め、リスクやアップセルの可能性などを確認しながら更新を確実に進める
- 売上や受注の予測を正確に行い、社内システムやマネージャーに定期的に共有
- 解約リスクのある契約に早期に対応し、問題解決のためのアクションを実施
- 契約満了前に、更新用の発注書（PO）またはサービス注文書を確実に取得
- GenesysのKPI（業績指標）に基づいて契約更新を管理
- プラットフォーム移行による収益への影響を予測・対応
- パートナー経由の更新についても、必要に応じて改善サポートを実施
- カスタマーサクセスマネージャーやパートナー担当と連携し、更新の価値をお客様・パートナーにしっかり説明
- お客様の課題やビジネス目標に合った更新内容を提案・販売
- Genesysの契約ルールや価格ポリシーを守りながら、交渉をリード
- 契約条件を正しく理解し、見積や提案に反映
- 更新時に追加機能やサービスの提案も行い、収益アップを目指す
- 法務・営業・見積担当・経理など、社内の各部署と連携し、スムーズな契約更新を実現
- 顧客の利用状況を確認し、拡張やアップセルのチャンスを見つける
- 必要に応じて、割引や特別契約の調整も行う
- Genesysの定める手続き・承認フローに沿って対応
応募条件
求められる経験・スキル：
- ソフトウェア、ソフトウェア保守契約、SaaSサブスクリプション更新などの営業・クロージング経験5年以上
- 大学卒業（学士号）以上
- 言語スキル：日本語（母国語レベル）、英語（ビジネスレベル）
- 契約データや見積情報など、数値・データを正確に確認・精査できる力
- 高い責任感と、結果を出すための粘り強さ
- 相手の話をよく聞き、理解する力
- 交渉・異議対応・問題解決に自信がある方
- 社内外の関係者と協力しながら仕事を進められる方
- タイムマネジメント・優先順位づけが得意な方
- 複数の案件を同時に管理できる方
- 文章や口頭でのコミュニケーション力
- 自信を持って提案・交渉ができる方
- 障害や反論を乗り越える柔軟な対応力
- 売上目標をしっかり達成した経験がある方
- 顧客の様々な階層と円滑にコミュニケーションが取れる能力
- エンタープライズソフトウェアやコンタクトセンター業界での経験があれば尚可
※このポジションは日本国内での就労権が必要です。
※Genesysは現在、採用エージェンシー経由での応募を受け付けておりません。
※Genesys社員からの紹介で応募する場合は、紹介者から提供されたリンクをご使用ください。
企業情報：Genesysについて
Genesysは、100か国以上・8,000社超の企業に対し、顧客と従業員の体験を向上させるソリューションを提供しています。AI搭載のGenesys Cloudを通じて、パーソナライズされた共感ある体験を大規模に提供し、成長と業務効率の向上を実現します。
詳しくは www.genesys.com をご覧ください。
This role will work to enable execution on the Genesys mission, to power the world’s best customer experiences. As the Renewal Manager you will secure and grow recurring revenue and bookings for existing customers by applying Genesys best practices for recurring revenue management.
You will be responsible to obtain Purchase Orders, prior to expiration of the current coverage period, for all recurring revenue across cloud, on-premise, subscription etc. This Customer/Partner-facing specialization focuses on renewing contracts by applying Genesys best practices for recurring revenue management.
What You Will Do
The Primary responsibilities for this role include (but are limited to).
Meet/exceed quarterly and annual budgets; drive recurring revenue growth in region.
Maintain a pulse on all renewals in given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stake holders, potential for platform migration, account activity including license deals in process, opportunity for expansion or revenue growth.
Accurate forecasting of recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.
Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address issue(s)
Secure Purchase Orders / Service Orders for each renewal prior to expiration of the existing term.
Manage renewals according to Genesys Key Performance Indicators which monitor wellness of the business.
Understand, predict, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another.
Manage indirect renewals according to Genesys KPI’s as well as Partner KPI results and when necessary, work with Partners on areas that require improvement.
Engage with customers and partners, in close alignment with Genesys Customer Success Managers and Partner Success Managers, to educate on the value of their on-going support/subscription.
Align and sell renewal offerings that address business outcomes in accordance with the Customer/Partner Success Plan
Manage renewal negotiations according to Genesys renewal best practices and disciplines
Ensure the application of Genesys governance, policies, and pricing practices are honoured throughout the renewal negotiation.
Ensure existing contract terms and conditions are in with the renewal quote and negotiation.
Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.
Maintain strong knowledge of the Genesys Customer Success values and commit to deliver an exceptional customer experience across all interactions.
Ability to articulate and sell value around Customer Success offerings and identify upsell opportunities for incremental growth through adoption of add-on service elements throughout the customer lifecycle (i.e.: upsell).
Work cross-functionally to drive accelerated renewal negotiations as necessary: Quoting Specialists, Sales, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation etc.
Remain familiar with Genesys buying/licensing rules; validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies.
Validate usage reports and historical trending, in concert with Genesys Customer/Partner Success Managers and account teams, to drive expansion and upsell opportunities at the time of renewal.
Work with strategic pricing in special agreements covering both new and renewal transactions (reducing discounts and application of Genesys Care policies and practices)
Follow escalation procedures as documented; abide by Genesys Deal Approval Processes.
Outbound Programs, e.g. Compliance, Reclamations, Migrations and Platform Evolution.
You have been there and done this…...
5 years+ selling and closing experience with software, software maintenance, or renewing subscriptions in a SaaS capacity.
Graduate degree in BA/BS
Language skills: Native level Japanese, Business level English
Sense of accountability, fortitude, and tenacity to achieve results
Superior active listening skills
Excellent objection-handling, conflict management, and negotiating abilities
Strong collaboration skills and ability to work alongside multiple team members
Strong time-management and organization skills
Ability to multi-task and manage multiple streams of work simultaneously
Excellent written and verbal communication skills
Ability to effectively communicate with internal stakeholders
Highly persuasive
Highly resourceful when need to overcome barriers and objections
Proven record of meeting/exceeding established goals
Ability to communicate with all levels within customer/prospect’s organization
Enterprise software or contact center industry experience(s) a plus
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must have work rights in Japan.
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If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to HR@genesys.com. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
