Manager / Senior Manager – Renewals Strategy & Operations – Scale Focus
| Company | Salesforce |
|---|---|
| Location | Seattle, WA, USA, San Francisco, CA, USA, Dallas, TX, USA, Chicago, IL, USA, New York, NY, USA, Atlanta, GA, USA |
| Salary | $155400 – $233200 |
| Type | Full-Time |
| Degrees | Bachelor’s, MBA |
| Experience Level | Senior |
Requirements
- 7+ years of relevant experience, including demonstrated experience leading complex, cross-functional projects or programs and influencing senior stakeholders.
- Bachelor’s Degree or equivalent experience.
- Strong analytical and quantitative problem-solving skills; ability to analyze complex data sets, draw conclusions, and develop actionable recommendations.
- Proficiency in data analysis and visualization tools (Advanced Excel/Google Sheets required).
- Deep understanding of core business operations, process improvement methodologies (e.g., Lean, Six Sigma concepts are a plus), and customer service management.
- Excellent communication (written and verbal) and presentation skills; ability to distill complex information for executive audiences.
- Proven ability to collaborate effectively across different functions and levels within an organization.
- Strong organizational skills and experience managing multiple projects simultaneously.
- Experience in SaaS Customer Service industry essential.
Responsibilities
- Partner with Renewals leadership to develop the operational roadmap and strategic priorities for the Hub & Scale segments.
- Conduct in-depth analysis of segment performance (renewal rates, NRR, GRR, attrition, etc..) to identify trends, risks, and opportunities.
- Model resource allocation, territory design, and capacity planning for high-volume teams.
- Evaluate market trends and internal data to inform strategies for lower-touch and digital renewal motions.
- Map, analyze, and redesign core renewal processes for SMB/Scale segments to maximize efficiency and effectiveness.
- Identify opportunities for automation, simplification, and standardization in the renewal lifecycle for smaller accounts.
- Develop and implement strategies for digital-touch and potentially touchless Agentforce driven renewals where appropriate.
- Serve as a change agent, driving the adoption of new processes and best practices within the Scale Renewals teams.
- Define and manage key performance indicators (KPIs) specific to Scale Renewals performance and operational efficiency.
- Develop and maintain dashboards and reporting (primarily using Tableau and Salesforce) to provide actionable insights to stakeholders at all levels.
- Perform root cause analysis on performance gaps and recommend corrective actions.
- Support forecasting processes for the Hub/Scale segments.
- Partner with Business Technology (IT) to define business requirements for enhancements to tools supporting scalable renewals.
- Champion the effective use of existing tools and technologies, identifying opportunities for better adoption or configuration.
- Evaluate potential new technologies (e.g., AI for risk scoring, digital adoption platforms) to enhance Hub/Scale operations.
- Lead and manage cross-functional projects aimed at improving Hub/Scale Renewals outcomes (e.g., implementing new segmentation rules, rolling out new quoting templates).
- Collaborate closely with Sales Operations, Customer Success Operations, Finance, etc.. to ensure alignment and successful execution of initiatives.
- Be a self-starter that is able to confidently drive projects from conception to execution in a high performance environment.
Preferred Qualifications
- Direct experience within a customer facing operations function.
- Experience specifically designing, implementing, or managing operations for scaled “hub” models or high-volume/SMB segments.
- Advanced degree (e.g., MBA).
- Proficiency with SQL for data extraction and analysis.
- Experience implementing or utilizing AI/automation tools within a sales or renewals context.