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.
- Up to 5 years of experience in Customer Renewals, Customer Success, or a similar role within the software industry.
- Fluent in English and Spanish (written and spoken)
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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.
Individuals in this role must share the Company’s commitment to ethical conduct and integrity in all business dealings, and act accordingly. Candidates can view the Company’s Code of Conduct and Code of Ethics here.
