Company Overview
With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we're only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.
At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.
Here, we know that you're more than your work. That's why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose - a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.
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About the Team:
The Customer Renewals team is dedicated to proactively engaging with customers to ensure they effectively utilize the company's products, leading to consistent renewals and high retention rates. This team works collaboratively with key stakeholders across the business and accounts, emphasizing strategic planning and relationship building to drive success.
About the Role:
The Manager of Customer Renewals will have responsibility for UKG HCM recurring revenue and is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your direct reports will be responsible for retaining an aggregate of $150M-$200M in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns.
• Manage a team of 5-8 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients' recurring subscription contracts
• Drive your team towards achievement of established unit and dollar retention targets
• Support the highest quality of customer engagement by call coaching, joining your team on customer calls, providing escalation support, and by working 1 on 1 weekly with each of your direct reports
• Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
• Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with UKG
• In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory's needs
• Proactively collaborate with Enterprise Relationship Managers, Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps
• Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories
• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Corporate and Vertical Executive teams to summarize outcomes and make recommendations.
About You: Basic Qualifications:
• 3-5 years leadership/management experience
• Prior SaaS Renewals and/or Sales management experience
• 3+ year customer/partner facing experience
Preferred Qualifications:
•Proven strong leadership skills and senior level management experience in the software industry
• Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to Executive Level audiences
• Strong collaboration skills partnering with other business areas
• Ability to negotiate price, other concessions, and terms & conditions
• Prior experience with Salesforce.com
• High level of competency with communication and analysis tools such as Microsoft Office; must be proficient in Excel and familiar with Excel pivot tables
• Bachelor's degree or equivalent
Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!
Equal Opportunity Employer
UKG is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
The pay range for this position is $78,800 - $113,000, however, base pay offered may vary depending on skills, experience, job-related knowledge and location.