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.
Position Purpose
This position will work to enable execution on the Genesys mission, to power the world’s best customer experiences. The Renewal Manager is responsible to secure and grow recurring revenue and bookings for existing customers by applying Genesys best practices for recurring revenue management.
Key Responsibility
The Renewal Manager is responsible for driving a successful renewal event and booking renewal order on time. This Customer/Partner-facing specialization focuses on renewing contracts by applying Genesys best practices for maximizing recurring revenue management.
Responsibilities / Job Duties
In this role, the primary responsibilities will include (but are not limited to):
- Meet quarterly and annual budgets and drive recurring revenue growth in region.
- Maintain a pulse on renewals in territory 150+ days in advance of expiration and through to closure.
- Accurately forecast recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.
- Identify in advance at-risk renewals (predictive churn/attrition) and orchestrate remediation plans to secure renewal.
- Secure Renewal Orders for customer contracts prior to expiration of the existing term.
- Manage renewals according to company revenue targets and objectives.
- Identify, understand, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another.
- Educate customers on subscription value in close alignment with Customer Success cohorts and Sales.
- Ensure proper application of company governance, policies, and pricing practices are honored throughout the renewal negotiation.
- Ensure existing contract terms and conditions are documented in the renewal quote. Demonstrate understanding of customer terms and leverage opportunities to maximize revenue accordingly.
- Proactively build and identify opportunity signals and generate expansion opportunities (up-sell, add-on, cross-sell, etc.) by validating usage reports and historical trending, working in alignment with Customer Success Manager and Sales.
- Identify products and/or services upsell opportunities for incremental revenue growth in accordance with the Customer Success Plan.
- Demonstrate knowledge of company Customer Success values, commit to ongoing best-in-class performance, and deliver an exceptional customer experience.
- Collaborate with cross-functional partners to drive accelerated renewal negotiations and maximize selling opportunities and account retention.
- Validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies in accordance with company buying/licensing rules.
- Handle escalations related to negotiations, customer questions and requests in accordance with company procedures and deal approval processes.
Required Qualifications
- 5+ years of experience in driving renewals with predictability and delivering to targeted gross retention rates in global technology organization or equivalent sales experience.
- Undergraduate degree.
- Strong written and verbal communication skills in English language.
- Effective communication including active listening, collaboration, persuasion, and conflict management.
- Motivated, driven and results-oriented.
- Strong negotiation, presentation and closing skills.
- Fortitude, tenacity, accountability, and results-oriented.
- Demonstrated ability to negotiate, manage conflict, build consensus, trust, and relationships with internal and external stakeholders and peers.
- Ability to prioritize, manage time, and manage multiple streams of work simultaneously.
- Demonstrated ability to be resourceful to overcome barriers and objections.
- Proven record of meeting or exceeding established selling or renewal goals.
- Experienced in managing customer/partner relationships from a similar role (e.g., Customer Success Manager, SDR, BDR, Account Executive)
Compensation:
This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.
$36.06 - $66.92
Benefits:
Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments
More details about our company benefits can be found at the following link: https://mygenesysbenefits.com
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 your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—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.
