Customer Renewals is an integral piece of Meltwater, this role is focused to not only help retain our customers, but to ensure they are set up for success with the platform. As a Renewals Manager, you will be responsible for promoting adoption and customer retention for a specific book of accounts.
The primary objective is to drive on-time renewal revenue, for extended periods of time. To accomplish this, you will partner with your extended account teams to ensure maximum value is being provided to customers. You will interact and build relationships with customers to ensure they are aware and leveraging the resources Meltwater has to offer, whether it is training, support services, new release information, events, all to ensure the customer is successful using the Meltwater software. Some of the things you'll be doing include Renewal Revenue Quota:
Core Job Responsibilities:
Sales & Operational:
Directly responsible for Meltwater renewal contract opportunities, revenue, and renewal rates for assigned territory.
Conduct sales activities like making a high volume of calls and emails each week, planning ahead, forecasting etc to drive renewals to closure
Manage and be responsible for gross churn, net retention, and revenue for assigned territories
Stay up to date with Meltwater product training and market benchmarks
Identify opportunities to retain as well as opportunities for extended terms & additional growth.
Be an expert in Meltwater products, as customers will need help with training, deployment and adoption to ensure customer success, which drives their renewals.
Manage the different facets of subscription and support renewals
Prepare the renewal letters, quotations, invoices, and notifications
Contact clients directly to negotiate terms and conditions and render renewal contracts
Position services and escalate pain points to the Sales and Customer Success team
Forecast trends and suggestions on how those trends can enhance retention rates
Bridge between Sales, Finance and Customer Success
Refine renewal strategies that proactively engage a client in chopping the churn rates
Augment the upsell and cross-sell opportunities
Work with the product team to receive feedback on the growing requirements of a customer
Who you are
You have at least 3-5 years of account management and/or renewal experience
Salesforce.com or a similar CRM system exposure is added advantage
Strong Written & Verbal communication skills
Willing to go the extra mile with a strong work ethic; Self-directed & resource
Ability to manage a highly transactional work environment
Ability to excel at time management and prioritization
Strong interpersonal skills and strive to maintain strong relationships with customers & colleagues
Best in class customer service and communication skills over the phone & in email
Experience with renewal process and/or background in software preferred.
With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights.
Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. Over 30,000 of the world’s most respected brands rely on Meltwater to help inform their marketing & communications strategies and executive decision making. With over 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner offering best-in-class support through our local customer success teams.
Meltwater employees embody the work-hard, play-hard spirit through our 3 core values - Moro (fun), Enere (number one) and Respekt (respect). These founding principles stem from our Norwegian roots and are why Meltwater has been named a Great Place to Work in several markets across the globe. We have high energy, open concept offices that thrive on teamwork and collaboration. We ensure our employees have easy access to management and learn quickly from those around them.