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Job Category
Customer Success
Job Details
About Salesforce
Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.
Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.
The Associate Renewal Manager (Global Renewals Team), is responsible for managing the renewals queue, which includes triaging and resolving renewals related requests. This role necessitates collaboration with the Sales, Customer Success, and Finance departments to address inquiries and maintain a high level of customer satisfaction. Furthermore, the Associate Renewal Manager (GRT) is tasked with identifying opportunities for mitigating financial attrition, negotiating favorable terms, managing contract modifications, stakeholder management and process improvements. The overarching objective of this position is to optimize customer retention and enhance financial outcomes for Salesforce.
Responsibilities:
- Renewals Request Management: Oversee the renewals queue, ensuring all renewal requests are accurately categorized, prioritized, and assigned
- Stakeholder Communication: Maintain clear communication with Sales, Customer Success, and Finance teams, providing regular updates on renewal cases
- Customer Interaction: Manage renewal inquiries and issues, aiming for high customer satisfaction, SLA adherence, accurate resolution, minimized attrition, and favorable terms
- Contractual Administration: Handle tasks such as contract merging, account name changes, and updating billing contacts
- Renewal Tracking: Track renewal changes to desired outcomes, including extensions, internal case logging, and quote creation
- Process Optimization: Identify trends and recommend improvements to enhance renewals process efficiency
- Reporting: Generate and analyze performance reports, providing insights and recommendations for continuous improvement
- Collaboration: Work with cross-functional teams to resolve complex renewal cases and improve the renewals process
- Best Practices Adherence: Follow best practices for internal processes, including Opportunity Management, Data Quality, Quotations, case queue hygiene, status updates, and SLA requirements
Required Skills/Experience:
- 2+ years of demonstrated success in a Sales, Operations, or Account Management capacity with a focus on negotiating contracts
- Strong written & verbal communication skills
- Possess negotiation skills that allow for value-based contract negotiations with customer billing contact
- Strong process management and ability to manage a high volume of transactions and tasks. Customer management experience
- Bachelor's Degree
Desired Skills/Experience:
- Knowledge of salesforce.com product and platform features, capabilities, and best use
- Experience with an enterprise CRM or customer service application. Experience with salesforce.com a significant plus.
- Ability to manage transactions through every stage
Leadership Qualities:
- PASSION: Passionate about Customer Success
- BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
- URGENCY: Ability to move fast and drive business value and results
- OHANA: Embodies Aloha culture: A team player that everyone enjoys working with and has a generous heart
- TRUST: Trust the company’s core values
- ADAPTABLE: Excels in high levels of uncertainty and change
About Salesforce:
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
Accommodations
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Posting Statement
Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.