Renewal Operations Manager

OverviewMedallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens, and residents.We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.At Medallia, we hire the whole person.About This Role:As a Renewal Operations Manager, you'll collaborate closely with Account Executives in our Global Sales organization to spearhead the success of renewal sales. Your role will involve proactively identifying and mitigating risks, providing precise forecasting to optimize revenue streams, and helping with strategically driving upsell and cross-sell opportunities. This person will be instrumental in cultivating a seamless and exceptional customer journey, ensuring a consistently positive and lasting impression.ResponsibilitiesLead the on-time renewal process, exceed renewal quotas, and identify new upsell opportunities for organic growthManage and nurture existing renewals pipeline within customer baseFoster partnerships with internal stakeholders (Sales, Customer Success, Legal, etc.) to drive successful results for both the organization and its clientsKeep detailed and up-to-date records of deal progress in SalesForce tracking renewal opportunities from initial quote to final closureInfluence the advancement of CX metrics utilization within customer organizations and develop value-based solutions using Medallia products and servicesServe as a liaison to other Medallia ecosystem teams, bringing back knowledge to the team and confidently speak on CX/EX best practices and adoptionDemonstrate mastery of business acumen skills, utilizing negotiation methodology effectively to lead actions leading to NPS score improvements and customer reference callsOrchestrate virtual team members to achieve shared strategy, common goals, and engage with senior leaders within the Medallia ecosystemQualificationsMinimum Qualifications5+ years in a client facing role working in customer success, customer operations, sales or related fieldExperience working in a SaaS or IT environmentProficient in Excel with strong analytical skillsPreferred QualificationsDemonstrated experience in leading and managing the renewals process for existing clients in a SaaS environmentProficiency in building and nurturing customer relationships, including conducting business reviews and leading action plansProficient in building and delivering compelling proposals and presentationsAbility to handle challenging customers or situations and drive to mutually agreeable outcomesStrong business acumen and ability to utilize negotiation skills and methodologies effectivelyMedallia is committed to equal pay and transparency. The annual base salary range for this position is $88,000-$126,500. This position is commission eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

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