The Role:
The Customer Renewals Manager plays a pivotal role in ensuring long-term customer satisfaction and successful adoption of MicroStrategy’s technology solutions. This role is designed to accommodate each customer's unique needs, maximizing their product usage and engagement. The manager manages a portfolio of existing clients, oversees contract renewals, proactively increases adoption, and collaborates across internal business units to promptly meet customer requirements. This role requires a strong customer focus, a strategic mindset, and effective influencing abilities to ensure customer success.
Job Description:
- Monitor and manage subscription and contract renewal timelines, ensuring a smooth renewal process.
- Partner with Sales, Customer Success, Product Development, and Marketing teams to align on account strategies and shared objectives.
- Collaborate with the Legal team on contract negotiations, agreements, and any adjustments required to meet customer needs.
- Handle all stages of the renewal process, including creating quotes, negotiating terms, processing approvals, and following up on outstanding payments.
- Consistently develop and enhance negotiation skills and customer relationship management capabilities.
- Maintain accurate renewal forecasts to support company revenue planning.
- Actively negotiate renewal terms and pricing to achieve favorable outcomes for both customers and MicroStrategy.
- Develop and implement engagement strategies that inform customers about product updates, feature enhancements, and best practices.
- Design and execute strategies to reduce customer churn and increase customer retention.
- Stay current with industry trends, best practices, and advancements in SaaS product offerings to support customer engagement.
Qualifications:
- Up to 5 years of experience in Customer Renewals, Customer Success, or a similar role within the software industry.
- Fluent in English (written and spoken); proficiency in Spanish is a plus.
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Location: Based in São Paulo, Brazil (mandatory).
- Strong customer advocacy and client-focused mindset.
- Excellent communication skills, both written and oral.
- Proven experience in collections and negotiation processes.
- Comfortable interacting directly with senior management, with previous experience preferred.
- Self-motivated with a proactive approach to identifying areas for improvement.
- Positive, enthusiastic personality with a desire to learn and grow.
- Familiarity with Customer Success methodologies.
- Proficiency in Customer Success tools like Totango, Gainsight, or similar software; Salesforce experience is a plus.
- Strong analytical skills and a process-oriented approach.
- The recruitment process includes online assessments as a first step (English, logic, business) - please check also your SPAM folder
- Hybrid (in-person meetings with clients and office days)
- Availability to travel.
