The Renewal Specialist Director (SMB) is responsible for coordinating with SMB CSMs and customers to provide pricing quotes for renewals and then successfully and efficiently closing those opportunities. With a production demand mindset, the Renewal Specialist Director (SMB) will take extreme ownership for driving performance and managing production of the assigned CS SMB Renewal Specialist team.

Responsibilities:

• Manage all opportunities within assigned customer portfolio and perform research to understand customer health and account status as it pertains to those opportunities
• Coordinate with SMB CSMs to strategize on renewals, add-ons and upsells for their customers to maximize bookings
• Be proactive when conducting discovery with customers on opportunities and handle any objections to ensure predictability of successfully closing those opportunities
• Negotiate with customers on opportunities to prevent churn and secure optimal terms
• Employ pricing strategies that meet the Company’s standards, policies, and procedures
• Generate pricing quotes for renewals
• Manage assigned 30, 60, and 90 day opportunity pipeline, manage weekly and daily forecasts, and meet regularly with the VP Customer Success to review
• Meet and exceed booking targets and quotas
• Maintain and enforce impeccable administration of opportunities in the Company’s CRM
• Develop and groom a high performing CS SMB Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
• Monitor statistics, reporting and dashboards to identify potential areas of improvement that may require corrective actions
• Serve as a management escalation point and assist CS SMB Renewal Specialists with tags
• Develop and manage OKRs
• Promote referrals for new business sales
• Communicate effectively with your CS SMB Renewal Specialists to ensure that all policies and procedures are well understood
• Work closely with the VP Customer Success To develop and manage coaching plans for CS SMB Renewal Specialists that are underperforming and need improvement
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• Associate’s Degree preferred
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• 2+ years sales experience
• 2+ years managing customers within a SaaS subscription model
• Previous management experience preferred
• Familiarity with standard concepts, practices and procedures within the IT Security Field
• Experience with Salesforce or other CRM preferred
• Strong empathy for customers and passion for driving growth
• Basic understanding of financial and operational levers in a SaaS recurring revenue business model
• Strong verbal and written communications
• Excellent time management, prioritization and organization skills
• Superior customer service skills
• Strong collaborative and team work skills
• Ability to build rapport with customers via phone, email and video conferencing