Your role
The Team Lead, Renewal Manager at Dialpad, is responsible for providing best-in-class strategic renewal management and execution across a portfolio of existing Dialpad customers. Serving as the main point of contact for their assigned customers' contract extensions with Dialpad, they will foster a high level of trust, satisfaction, and engagement across their assigned accounts.
The Team Lead, RM, will develop and execute the renewal strategy for their portfolio. The RM will own the end-to-end renewal process, including negotiation and contract terms. To be successful, the Team Lead RM will partner with the Client Account Executive and Customer Success Manager to ensure our customers realize the value of their investment and can demonstrate the value differentiation of Dialpad versus our competitors.
The Team Lead, RM is a member of the Client Sales organization, will carry a revenue renewal quota, and will report directly to the Director of Renewals Management.
What you'll do
- Drive and lead the renewals process in collaboration with the CAE and CSM to preserve and improve customer contracts and relationships.
- Effectively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure timely commitments.
- Achieve or exceed quarterly revenue goals tied to retention, growth, and term extension of existing customer contracts.
- Maintain and report an accurate forecast of renewals.
- Negotiate and execute renewal contracts that align with customer goals.
- Discover and identify upsell/cross-sell opportunities during contract renewal to maximize customer growth.
- Communicate risks clearly and partner with the CSM in developing resolution strategies.
- Escalate whenever appropriate to help resolve customer concerns.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.
- Effectively communicate the benefits of the customer’s Dialpad solution and differentiate it from competitive solutions.
- Own the renewal sales cycle, from developing a strategy to building relationships with key stakeholders, to negotiation and contracting.
Skills you'll bring
- 5-7 years of experience in Renewals, Account Management, Customer Success, or other applicable customer-facing roles.
- 1-2 years Team Lead/Manager experience.
- Proven success in meeting and exceeding revenue targets while managing renewals.
- A history of managing a high volume of transactions.
- Passionate about providing a top-notch, best-in-class customer experience.
- Strong presentation, meeting facilitation, and written communication skills.
- Comfortable analyzing and understanding data.
- Excellent time management skills with the ability to track numerous details.
- Willingness to travel to customer locations or events as needed.
- Desire to work in a fast-paced startup environment where your input is valued to help craft our offerings and how we interact with clients.
- Experienced with CRM software (e.g., Salesforce) and GSuite tools (Google Sheets).
- Ability to communicate, present, and influence key stakeholders at all levels of an organization.
- Have a deep understanding of how businesses operate and the priorities that drive decisions from C-level down.
- Able to work US core hours (7 am - 5 pm Pacific Time) while being 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions, and collaborative sessions.
- Must be comfortable with a hybrid work arrangement, requiring 1 day onsite per week.
- Excellent internet connectivity required.
