What's the role?

• Manage Renewals Enablement: Processes and Tools
  • Implement and manage systems/tools to streamline the renewals process and support the renewals team.
  • Standardize and document workflows and processes to ensure scalable and consistent renewals management.
  • Maintain documentation of renewal processes and ensure proper alignment across systems.
  • Provide the Renewals team with materials and data to enhance efficiency and effectiveness.
  • Coordinate cross-functional collaboration with Sales, Product, and Services teams to achieve renewal and upsell targets.

• Support Renewal Strategy: Segmentation and Forecasting
  • Segment customers by renewal risk, assign accounts, and forecast hiring needs.
  • Track at-risk renewals, design playbooks, and manage escalation paths.

• Drive Renewal Reporting & Metrics
  
  • Conduct regular pipeline analysis, identify gaps, and recommend actions.
  • Analyze renewal forecasts, account health, and key KPIs to guide decisions.
  • Provide insights and recommendations to Customer Success and Sales leadership to improve churn, upsell, and forecasting performance.
  • Deliver executive-level presentations with insights from renewal metrics.
  • Provide operational views and data-driven insights to guide the Renewals and Customer Success teams.

• Foster Continuous Improvement
  • Identify opportunities for process automation and performance optimization.
  • Generate business analysis reports to monitor Renewals Team performance and drive improvements across direct and partner renewals.

Who are you?

• Proven experience in Operations supporting Sales, Customer Success, or Account Management, ideally in Enterprise SaaS.
• Proven track-record of increasing renewal rates
• Experience implementing renewal processes and metrics
• Able to teach best practices, strategies, and tactics
• Strong analytical ability and able to prioritize multiple projects
• Excellent problem solving, project management, interpersonal and organizational skills
• Experience creating a framework for a newly created team, as well as with expanding the team when applicable
• Experience Administrating Customer Success Management systems (e.g., Gainsight/Totango/Client Success/etc., digital marketing tools)
• Comfort with tools that create and house our data:
  • Salesforce: experience creating complex dashboards & reports, custom report types, calculated fields, workflows
  • Salesforce CPQ, Zuora, or other CPQ/Q2C tools
  • Experience with ETL Amazon S3 & APIs
  • Tableau, Power BI or other analysis / business intelligence software
• Own, drive, and lead the renewals process in collaboration with cross-funcational teams to ensure we hit company objectives
• Healthy skepticism and curiosity - seeks feedback with an open mind and strives for deeper understanding through data
• Self-starter that knows how to operate in ambiguity and prioritize task and resources

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.