Renewal Specialist

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 to obtain Purchase Orders, prior to expiration of the current coverage period, for all recurring revenue across cloud, on-premise, subscription, etc. This Customer/Partner-facing specialization focuses on renewing contracts by applying Genesys best practices for recurring revenue management

Responsibilities / Job Duties

In this role, the primary responsibilities will include (but are not limited to):

• Meet/exceed quarterly and annual budgets; drive recurring revenue growth in region.
• Maintain a pulse on all renewals in given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stake holders, potential for platform migration, account activity including license deals in process, opportunity for expansion or revenue growth.
• Accurate forecasting of recurring revenue/bookings in-quarter and in out quarters, both verbally to management and through regular systematic updates.
• Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address issue(s)
• Secure Purchase Orders / Service Orders for each renewal prior to expiration of the existing term.
• Manage renewals according to Genesys Key Performance Indicators which monitor wellness of the business.
• Understand, predict, and manage effects on recurring revenue across customers’ journey to migrate from one platform to another. 
• Manage indirect renewals according to Genesys KPI’s as well as Partner KPI results and when necessary, work with Partners on areas that require improvement.
• Engage with customers and partners, in close alignment with Genesys Customer Success Managers and Partner Success Managers, to educate on the value of their on-going support/subscription.
• Align and sell renewal offerings that address business outcomes in accordance with the Customer/Partner Success Plan
• Manage renewal negotiations according to Genesys renewal best practices and disciplines
• Ensure the application of Genesys governance, policies, and pricing practices are honored throughout the renewal negotiation.
• Ensure existing contract terms and conditions are in with the renewal quote and negotiation. Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.
• Maintain strong knowledge of the Genesys Customer Success values and commit to deliver an exceptional customer experience across all interactions.
• Ability to articulate and sell value around Customer Success offerings and identify upsell opportunities for incremental growth through adoption of add-on service elements throughout the customer lifecycle (ie: upsell) .
• Work cross-functionally to drive accelerated renewal negotiations as necessary: Quoting Specialists, Sales, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation, etc.
• Remain familiar with Genesys buying/licensing rules; validate customer entitlement (correct inventories) on premise quotes to avoid licensing discrepancies.
• Validate usage reports and historical trending, in concert with Genesys Customer/Partner Success Managers and account teams, to drive expansion and upsell opportunities at the time of renewal.
• Work with strategic pricing in special agreements covering both new and renewal transactions (reducing discounts and application of Genesys Care policies and practices)
• Follow escalation procedures as documented; abide by Genesys Deal Approval Processes.

• Outbound Programs, e.g. Compliance, Reclamations, Migrations and Platform Evolution.

Required Qualifications

• 3 years+ selling and closing experience with software, software maintenance, or renewing subscriptions in a SaaS capacity.
• Graduate degree in BA/BS

•  Language skills: English
• Sense of accountability, fortitude, and tenacity to achieve results
• Superior active listening skills
• Excellent objection-handling, conflict management, and negotiating abilities
• Strong collaboration skills and ability to work alongside multiple team members
• Strong time-management and organization skills
• Ability to multi-task and manage multiple streams of work simultaneously
• Excellent written and verbal communication skills
• Ability to effectively communicate with internal stakeholders
• Highly persuasive
• Highly resourceful when need to overcome barriers and objections
• Proven record of meeting/exceeding established goals
• Ability to communicate with all levels within customer/prospect’s organization
• Enterprise software or contact center industry experience(s) a plus

Skills and Competences

• Functional skill

• Understands and executes a successful recurring renewal management practice – takes ownership to secure and grow recurring revenue through renewals across premise, cloud and subscription platforms.

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 the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.

Genesys is an equal opportunity employer committed to equity 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.