Team Lead, Renewal Managers

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Our Mission:

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

Our Values:

To put Human Experience at the heart of organizations so every person can be seen and understood. 

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Job Description

As a Renewal Manager Team lead you will lead a team of 3-4 Renewal Managers who own commercial responsibility for a book of business including 50+ SMB accounts and own all aspects of the renewal lifecycle with the customer. In total, you will be guiding a team overseeing 300+ accounts 
You will instill in your team a proactive mindset to forecasting renewals and owning early detection, value-based mitigation initiatives to drive customer retention. 
You recognize that renewal is a team sport, and your best teammates are in Customer Success, Operations, and Finance.
While delivering on key outcomes (customer retention, growth, and risk mitigation), you will have the opportunity to define our standards for team excellence, build internal and customer sales processes, and innovate on the scaled customer success experience. 
This role reports to the VP of Global Customer Success.
Responsibilities
• Create, lead, and grow a team of Renewal Managers overseeing 300+ SMB accounts
• Define and support processes for RMs to efficiently initiate, position value, negotiate, contract and finalize agreements
• Routinely prioritize and execute the successful renewal of multiple customers simultaneously across multiple Renewal Managers
• Effectively and reliably forecast rolling 90- and 120-day pipeline of renewals
• Strategically identify, quantify, and execute opportunities for customer ARR growth
• Demonstrate an ability to flag, engage, and impact outcomes for at-risk customer groups
• Create contact and campaign strategies to engage customers prior to their renewal commitment
• Quickly establish trust with clients interested in transactional relationships
• Manage escalations relating to commercial and operational client issues
• Collaborate cross-functionally with Customer Success, Services, Support, Finance and Legal to provide great customer experiences through growth and adversity
• Identify opportunities for process efficiency and improved customer experience 
• Have fun! Find opportunities to celebrate the wins, grow from the losses, and cheer on your customers and teammates in their own successes

Qualifications

About You

• Ownership is your middle name – you personally invest in the outcomes and influence your dependencies as much as you can
• Detail and data oriented – you are able to create strategies based on available information as well as your own lived experience
• Highly organized
  • Methodically able to organize yourself and your days to avoid overwhelm and achieve priority tasks effectively
  • Able to provide visibility on your strategy, time management, and execution of playbooks to senior leadership
• Executive and Engaging Presence – your preparation and demeanor encourages stakeholders of all seniority levels to interact with you to co-create the most important solutions
• Resilient – you are adaptable to change as business strategies and environments evolve
• Eager Collaborator – you are comfortable operating independently but your preferred working style is as a self-motivated member of a broader team working towards shared goals

Qualifications

• 3-5 years SaaS renewals, customer success, or sales experience
• Prior leadership or management experience
• Experience with forecasting and owning a commercial renewal or quota-based target
• Experience with Market Research is a plus
• Familiar with value-based selling principles and able to craft a clear value proposition about how Forsta is helping their business
• Experience in discovery, negotiation, and closing skills
• Comfortability building email campaigns through scale tools such as
• Ability to connect the dots organizationally and influence stakeholders from various roles, levels, and profiles to drive collaboration and program excellence
• Operationally focused with an ability to create more efficient processes, systems and programs
• Superstar in Salesforce who is able to leverage data and craft coherent stories to make better decisions

Additional Information

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Forsta we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All your information will be kept confidential according to EEO guidelines.