Renewal Manager

Job title:

Renewal Manager

Company

HiBob

Job description

Come and be yourself with us!Being a Bobber means bringing your whole self to work—whether you’re bubbly, shy, funny, bold, or something in between. We want you to feel confident to do your best work here.Our team is growing, and we’re looking for an enthusiastic Customer Experience Specialist to be the first point of contact for our customers. You’ll help ensure every interaction with HiBob is a positive one, contributing to our world-class support team and making a real impact on our customer experience.About Us:HiBob is a fast-growing, global HR platform helping mid-sized businesses transform how they manage and engage with their workforce. Since 2015, we’ve supported over 3,000 companies worldwide, including names like Monzo, Happy Socks, and Fiverr. At HiBob, we pride ourselves on creating exceptional work experiences for our employees, who we affectionately call “Bobbers.”About the role:We are looking for an experienced, energetic and positive Renewals Manager (RM) to support Mid-Market and Enterprise managed accounts in the EMEA region. The RM plays a critical role in driving customer retention by managing the renewal of contracts for our mid-market and enterprise existing customers. This is a customer-facing role that oversees the auto-renewal and auto uplift-process, as well as facilitating all manual renewals for our managed accounts and requires strong negotiation and objections handling skills. The RM will work closely with CSMs who are the primary relationship owners and have built strong relationships with their customers to ensure they receive maximum value from our solutions and are motivated to renew their contracts. The Renewal Manager works closely with Customer Success, Account Management, RevOps, MIS and Finance teams to address customer risk, identify opportunities for growth, and ensure a seamless renewal experience.This role is vital in our strategy to ensure long-term business relationships with customers, improving renewal rates, and minimising churn through effective customer engagement and relationship management.Proven experience in a B2B SaaS customer-facing role, ideally in Renewal Management, Account Management or commercial CSM experienceKnowledge of customer success principles and practices with a customer-centric mindset and a focus on demonstrating value and ROI in partnership with the CSMProven track record of meeting or exceeding renewal or retention targets such as gross retention, net retention, and expansion (uplift and upsell) ARRExperience overseeing an auto-renewal and auto uplift-process, as well as facilitating all manual renewalsProven experience using strong influence, negotiation and objection handling skillsProven experience working independently, whilst collaborating effectively across multiple internal stakeholders of the renewal process (CSMs & AMs)Strong organisational skills with attention to detail, able to manage multiple renewal cycles simultaneouslyAnalytical mindset with experience in forecasting and attainment reportingExperience working with with CRM systems (Salesforce) and contract management processes, Churn Zero, Google Suite & other web-based toolsNordic languages, French, German or any other additional language proficiency – advantageSaaS HR Technology experience – advantageLead the contract renewal process for a portfolio of customersEnsure renewals are processed accurately and in a timely manner, addressing any obstacles to renewal, such as billing issues or contract termsManage a segment-specific renewal strategy that includes automated renewal and uplift processes as well as manual, high touch renewal processesManage contract negotiation, including negotiating terms, pricing, and contract details as needed to close renewals in alignment with company policiesWork with internal legal and finance teams to ensure the seamless execution of renewal contractsManage renewal strategy in close collaboration with CSMs & AMs with focus of demonstrating value, mitigating risk and converting expansion opportunities to maximise gross and net revenue retention

Protect existing revenue streams, identify opportunities and risks by proactively assessing customer health and working closely with CSM to develop strategies to mitigate churn and downsell riskShare customer feedback with internal teams to help improve products, services, and support processesMeet and exceed uplift, upsell, gross and net retention KPIs through data-driven analysis, planning and executionMaintain accurate records of renewals, forecasts, and pipeline activity in CRM systems (Salesforce)Provide weekly, monthly and quarterly renewal reporting, tracking key metrics such as renewal rates, churn, and growth opportunitiesHiBob is a village filled with amazing people and we’re especially proud of that. It’s a place where Bobbers can be themselves. We’re about fun, dreams, hopes and ambition, just as much as we are about precision, growth, and top performance. Becoming a Bobber means you’ll receive competitive compensation, benefits, and pre-IPO equity alongside all of this:

• Company share options plan – every employee can eventually become a shareHolder
• Cash allowance for health insurance
• Annual vision allowance
• Annual Headspace subscription and wellness benefits
• Travel support (cycle scheme and season ticket loans)
• Hybrid working from day 1
• Work from home allowance – to get your home office set up!
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Bob balance days – Enjoy a company-wide long weekend at the beginning of each quarter
• 2 Social Impact days per year for volunteering
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• Pension scheme auto-enrolment from day 1
• Fun company and team social events (locally and virtually with our global teams)
• We love birthdays – take the day off and receive a special gift
• If this sounds like something you’ve been looking for, we’d love to have you. Come on, join our village!

***Learn about ***BELONGING AT HIBOBOur success depends on our people, and we want HiBob to be a workplace where everyone can feel a sense of belonging and thrive, so we’re committed to being proactive at all levels so that our workforce reflects the communities in which we live, work, and hire.We are open to all talent. All qualified applicants will receive equal consideration for employment without regard to neurodiversity, race/ethnicity, colour, national origin, religion, gender, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class*(*US only).Please contact us if you’d like to discuss any adjustments to our process which might help you demonstrate your strengths and capabilities. We want you to bring the best of you. You can email or speak to the recruiter when they arrange a call with you.We will ask you to share some voluntary personal information as you apply. We want to have an opportunity to consider a diverse pool of qualified candidates. This information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. Please take a few moments to complete it. Hiring Managers do not have access to this information, and we will treat your information confidentially.

Expected salary

Location

Finsbury, City of London

Job date

Tue, 26 Nov 2024 23:01:53 GMT

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