Global Head of Renewal Management and Strategy

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Global Head of Renewals Management and Strategy

Why We Have This Role

The role of Global Head of Renewals Management and Strategy is a critical leadership position that is pivotal in executing key pillars of Qualtrics' transformation and growth strategy while elevating our customer experience: Creating a seamless customer renewal experienceTransitioning to consumption-based pricing: Facilitating the shift to new SKUs through the renewal process, ensuring a smooth customer transition while maximizing uplift revenueDrive revenue growth and cash flow through increasing uplift $, reducing downgrade size and improving on time billing

How You’ll Find Success

• Vision: Define long-term vision for the E2E Renewal process in the context Qualtrics priorities and external benchmarks. Ability to map the steps to get from current state to future state.
• Establish a Performance Culture: Foster an environment that inspires individuals to excel and do their best work. Develop leaders within the organization and align them with roles that expand their potential for impact.
• Effective Communicator: Serve as an excellent communicator by telling compelling stories about the organization’s vision and direction. Confidently convey ideas and engage with stakeholders at all levels, from senior executives to frontline teams.
• E2E Process Ownership: Take ownership of the end-to-end process, continuously seeking adaptive improvements to the customer journey that enhance experiences and increase operational efficiency.

How You'll Grow:

• Transformation: Playing a central role in the company and its transformation and strategy execution in the coming year
• Digital innovation: Design, execute and refine our digital and human touchpoints that span several critical customer journeys and moments
• Exposure: Partnering with global leaders across GTM, PXE, IT and Finance functions to evolve and scale the team

Things You’ll Do

Renewals strategy

• Act as ‘Owner’ and ‘Convenor’ of the E2E Renewals journey to improve customer experience and reduce friction/ effort (from initiation of the Renewal to invoicing and collections)
• Work cross functionally to ensure we are maximizing the value of the renewal touchpoint to (i) switch customers to the new suite, (ii) increase renewal rate and uplift and (iii) shift customers to multi-year contracts
• Partner with the Customer Hub to continue to shape our E2E ‘no touch’ digital renewal journey 
• Implement the next iteration of ‘auto-renew’ language in our contracts to strengthen our commercial outcomes
• Build, maintain and iterate automated flags that highlight important renewal risks and expansion opportunities - creating priority focus areas for our frontline teams
• Identify ‘best in class’ external benchmarks to shape our future renewal practices

Renewals operations

• Lead a global team of Renewal Managers, responsible for scale book (