Senior Sales Manager - Renewals & Customer Success

Job Summary

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• Job: 34234-JVIT
• Location: US-MA-Natick
• Department: Inside Sales

As part of the Inside Sales leadership team, you will manage the Renewal Sales teams and Customer Success group. Leading by example and being hands-on, you will provide leadership to ensure the achievement of revenue targets, driving renewal and activation rates, KPI metrics, and productivity expectations. You will play a key role in talent development, mentoring managers, and fostering strong internal partnerships to evaluate and drive process improvements, decrease attrition, and gain customer insights. The ideal candidate will have a strong background in sales management, renewals and customer success strategies, and team leadership.

Responsibilities

• Leadership and Management: Oversee the activities of Software Renewals Sales and Customer Success Managers, ensuring alignment with company goals and objectives. Monitor progress against performance targets, and provide regular feedback to ensure high levels of achievement.
• Sales Strategy: Develop and implement effective strategies to maximize software renewal rates and drive revenue growth, along with prospecting efforts.
• Customer Success: Ensure the Customer Success Team delivers exceptional service, fostering strong relationships and enhancing customer satisfaction and retention.
• Cross-Functional Interaction: Work closely with Sales, Technical, Marketing, and Support teams to optimize customer experience and address any service gaps. Actively contribute and collaborate with worldwide peers to share best practices, standardize workflows, and drive process improvements.
• Reporting and Analysis: Utilize available reports and tools (Salesforce, order management systems, PowerBI) to manage and optimize performance. Proficiency in Excel, CRM, and telephony technologies is expected and familiarity with Sales Engagement and Gen AI tools is expected. Prepare and present analysis on sales performance, customer engagement metrics, and renewal rates.
• Team Development: Mentor and develop team members, providing training and coaching growth opportunities to enhance their skills and career progression.
• Personnel Oversight: Manage recruiting, interviewing, hiring, retention, annual performance reviews, and performance issues.
• Customer Escalations: Handle high-level customer issues and escalations, ensuring timely and satisfactory resolutions.

Minimum Qualifications

• A bachelor's degree and 15 years of professional work experience (or equivalent experience) is required. 5 years management experience is required.
• Visa sponsorship will not be provided for this position.
• Candidates for this position must be authorized to work in the United States on a full-time basis for any employer without restriction.

Additional Qualifications

• Numbers/goal driven
• Customer centric
• Motivational and inspirational
• Thought leadership
• Data-driven and analytical