Job Description
Team Leadership & Performance Management
- Lead, coach, and develop a team of Renewal Specialists to achieve renewal and retention targets.
- Set clear KPIs and performance goals, monitor progress, and provide regular feedback.
- Foster a culture of accountability, collaboration, and continuous improvement.
Renewal Strategy & Execution
- Own the overall renewal strategy for long-tail accounts, ensuring timely contract execution and revenue retention.
- Develop negotiation frameworks and guidelines for the team to maximise retention and minimise churn.
- Oversee escalation management for complex or high-risk renewals.
Retention & Risk Management
- Analyse churn trends and implement proactive strategies to mitigate risk.
- Use data insights and engagement reports from Tech-Touch CSMs to prioritise accounts and optimise renewal approaches.
Collaboration with Tech-Touch CSM Team
- Partner with Tech-Touch leadership to align engagement strategies with renewal timelines.
- Ensure structured handovers post-renewal to maintain seamless customer experience and drive adoption.
Digital Renewal Process Optimisation
- Design and continuously improve digital renewal workflows to ensure consistency, clarity, and efficiency.
- Implement automation and standardised templates for renewal communications and campaigns.
- Monitor and analyse digital renewal performance metrics (e.g., response rates, completion times) to identify areas for improvement.
Reporting & Forecasting
- Maintain accurate renewal pipeline and forecast at the team level.
- Report on renewal performance, retention metrics, and operational efficiency to senior leadership.
Post-Sales Follow-Up Oversight
- Ensure the team conducts structured post-renewal follow-ups to confirm customer satisfaction and gather feedback.
- Drive process improvements based on customer insights and share findings with Tech-Touch CSMs.
Qualifications:
- College Graduate with 6-8 years relevant experience
- At least 2-3 years as Operations Manager with proven experience in managing renewals, retention, or inside sales teams (preferably in SaaS or subscription-based businesses).
- Strong understanding of Tech Touch or pooled CSM models and scalable engagement strategies.
- Familiarity with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., ChurnZero, Gainsight)
- Excellent leadership, communication, and stakeholder management skills.
- Ability to balance strategic thinking with hands-on operational execution.
- Willing to work onsite in Alabang site in night shift schedule
