Renewal Specialist Manager (APJ)

Please submit your resume in English.

To learn more about our team and office culture in Singapore, Singapore, visit the following links.
Careers Page: https://www.knowbe4.com/careers/locations/singapore
Glassdoor: https://www.glassdoor.com/Location/KnowBe4-Singapore-Location-EI_IE969384.0,7_IL.8,17_IC3235921.htm

The Renewal Specialist Manager (APJ) oversees the renewals team for APJ, reporting into the SVP Global Renewals. They ensure timely renewals and maintain retention rates. Acting as a knowledge base

Responsibilities:

• Managing the APJ renewals team, book of business, reporting, and processes.
• Drive processes for Renewal Specialist teams to coordinate with CSMs to strategize on renewals and applicable upsells for their customers to maximize bookings
• Support pricing strategies that meet the Company’s standards, policies, and procedures
• Required to work with the global sales team and channel network to ensure we are quoting renewals on time and retaining existing business, managing the 90-day renewals pipeline, and maintaining a company-set target retention rate.
• Dependable knowledge base and point of escalation for all topics Commercial, Contractual, or Process relating to Retaining and Renewing Customers.
• Participate in regular Churn QBRs, Forecasts, and discussions with SVP Global Renewals and customer-facing teams to deliver insights on Product churn, highlighting potential customer/market trends to develop business strategies and improve product development and CS enablement.
• Required to create and own best practices within Renewals and deliver enablement to Renewals, Account Services, Channel, Legal, and Finance teams, with a specialty in delivering CPQ/Licensing training. CPQ, Licensing, Cloud Framework, and MSA Specialist.
• Attend Customer Account Reviews/Health checks alongside Account Services as the expert on Renewal commercials, Risk Mitigation, and Contract Negotiations when required.
• Responsible for creating and improving company Dashboards and Reports on all topics of Retention, Risk, and Renewals Pipeline.
• Manage weekly pipeline reviews with Renewal Specialists and meet regularly with RevOps and SVP Global Renewals to strategize and review
• Streamline and enhance existing CRM processes to improve Renewals' best practices and support Sales Operations and Enablement.
• Develop and groom a high performing Renewal Specialist team and successfully manage the daily, weekly, monthly and quarterly production to meet and exceed targets
• Develop and manage Personal Success Plans for Renewal Specialists that are underperforming and need improvement
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• A university graduate (any discipline) with some exposure to customer environments in past work experience.
• 3+ years’ experience as a people manager within a Sales, Finance, Renewals, Operations, or relevant role.
• Renewal experience preferred.
• Interested in IT and emerging technologies.
• High level of administrative skills.
• Good at building customer relationships.
• Self-motivated, reliable, and able to work on own initiative and in a team.
• First-class communication skills, written and oral, are essential.
• Computer literate - able to produce letters, e-mails, and reports.
• Positive, self-motivated, and proactive.
• Energetic, enthusiastic, and target motivated.
• Drive and initiative