Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
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Work, Play and Grow at BlackLine!
Make Your Mark:
The Manager, Customer Renewals is responsible for overseeing all assigned contract renewals, which includes working directly with customers and internal team players to ensure timely and accurate execution. Responsibilities also include forecasting churn, attrition, price increase and deal structuring to maintain contract revenue base at highest possible retention rate. Success in this role requires a team player approach, ability to work across organizations with disparate needs, creativity and original thinking. As a leader, you'll need to proactively identify new and different approaches to analyzing data, and to synthesize multiple information sources to generate fresh strategic insights. You will manage and develop a small team of renewal managers while directly managing a small portfolio of clients. You will be responsible for overseeing the entire assigned book of business to the team.
You'll Get To:
- Develop a team of Customer Renewal Managers to meet/exceed career goals.
- Work with Director, Renewals to assist with developing, documenting, and updating functional processes. Lead practices, playbooks, and support materials in addition to supervising and training Customer Renewal Managers (CRM).
- Communicate and follow up effectively with Account Management Operations (AMOps) Billing, Finance, and Legal teams regarding customer accounts.
- Enlist the efforts of sales reps, customer success managers, and senior management when necessary to accelerate the contract renewal process and ensure customer satisfaction.
- Drives initiatives to increase renewal rates, multi-year agreements, price uplift, standardize general terms & conditions, and reduce churn and attrition.
- Identify opportunities to upsell and/or cross-sell additional products or features during renewal discussions.
- Communicate risk clearly and take the lead in developing resolution strategies and escalating wherever appropriate.
- Actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time renewals.
- Partner with AMOps to maintain visibility and accuracy of risk from churn, attrition and price increase with rolling 12-mo forecast of renewals, with focus on renewals for next six months
- Ensure executed agreements are received and processed according to company policy.
- Maintain customer data in Salesforce and Gainsight.
- Ad-hoc reporting prepare operational review and projects as need by Director, Renewals
What You'll Bring:
- Bachelor's degree in Business Administration, Marketing, or a related field.
- 5+ years in a customer-facing role
- 2+ years of Renewal Management or Team Lead role
- Proven track record of meeting or exceeding retention and renewal targets.
- Organized self-starter and possess the intellectual curiosity to be a problem solver
- Experienced with direct customer contact
- Familiarity with contracts, terms of service and legal issues
- Ability to identify and influence stakeholders from various roles, levels and profiles to drive collaboration and program excellence
- Approaches work with a creative, problem-solving mindset
- Ability to prioritize and manage multiple responsibilities simultaneously
- Strong negotiation and interpersonal skills
- Strong negotiation and problem-solving skills.
- Analytical mindset with the ability to interpret data and make data-driven decisions
- Prefer experience with Salesforce and Gainsight and understanding of SAAS financial and usage metrics
Thrive at BlackLine Because You Are Joining:
- A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
- A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
- A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.
BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 2 days a week.