Renewals Operations Manager

4 weeks ago

Vancouver, Canada Maximizer Services Inc Full time

**About the role**:
We’re on the search for a **Renewals Operations Manager, **who will be responsible for the retention and growth of our existing customer base. Reporting to the Vice President of Sales, we are looking for a customer centric strategist, to take a proactive approach to leading and implementing a refined renewals process at Maximizer.

**What you’ll do**:

- Lead, develop and implement a proactive, strategic customer centric renewals process.
- Own and execute a book of business of SMB renewals to maximize retention and growth.
- Implement upgrade pathways to growth and campaigns to drive customer satisfaction and increase customer usage throughout the organization.
- Leverage client data and behavior to proactively identify customer risk and opportunities; develop comprehensive strategies to address and/or limit risk.
- Discover and identify upsell/cross-sell opportunities at renewal to maximize customer growth.
- Drive operational efficiencies with new processes and scalable systems to engage high volumes of renewals in an effective manner.
- Consistently meet and exceed key metrics and OKR’s such as forecast accuracy, GRR, NRR, upsell, churn, and contraction.
- Collaborate across functionally with Sales, RevOps, and Customer Success to deliver seamless, customer first experiences.
- Maintain and improve a successful and positive work environment anchored in our guiding values and Diversity, Equity & Inclusion

**What you’ll bring**:

- Demonstrated track record, with a minimum of 5 years, of account management and renewals success, preferably working with clients in the SMB space.
- A value first approach to working with customers to build clear value centered narratives on how Maximizer is and can help their business grow.
- Experience with customer success platforms such as Gainsight or ChurnZero to manage a global SaaS renewals pipeline,
- Adept at forecasting, with a deep understanding of the tools, including CPQ systems, automations workflows necessary to be successful
- Ability to connect the dots organizationally and influence stakeholders from various roles, levels, and profiles to drive collaboration and program excellence and execution.
- Operationally focused with an ability to create more efficient processes, systems and programs
- Proficiency with CRM’s
- Experience driving cross functional collaboration with between Sales, RevOps, Client Success and Finance.
- Strong process management, financial acumen, and attention to detail.
- You have a high-energy, team-first attitude and you are motivated to work in an ever-changing environment and evolving role.

**You’ll be a great addition to the team if**:

- You are tenacious, highly organized, and cannot tolerate inaccurate data or inefficient workflows.
- You are driven to succeed, seek out problems, and wrestle them to the ground.
- You posses excellent written and verbal communication skills. We know everyone says that, but at Maximizer, you will be messaging many of our customers and we need it to be great.

**Why you should apply**:

- Competitive Salaries with RRSP matching program
- Generous paid vacay and sick days
- A powerful Laptop
- Budget for courses, books, and personal development
- ❤️ Peer to peer recognition and rewards
- Team building events, happy hours and more
- Flexible, remote & hybrid work

**About Maximizer**

Maximizer was launched in a garage on Vancouver Island in 1987, evolving through the development of early contact management systems (CMS), through sales force automation (SFA) technologies, right to today’s sophisticated customer relationship management (CRM) systems. Along the way, we have pioneered many of today’s technologies. Over this 30-year history we have attracted over 100,000 customers from around the world, and 1 million users.

Today, we are one of the few CRM providers in the world who can deploy our software in all three environments of on-premise, private or shared cloud, while providing access via a desktop/laptop, via a mobile device, or using the Maximizer app.

Ultimately, however, we are successful because for over three decades we have proven we know how to help customers do three things: secure new customers; retain them for the long term; and maximize the repeat business from them.

**Equal Opportunity Employer**

We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

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