Renewals Manager

About the Role

A Renewal Manager at Dialpad is responsible for providing best-in-class strategic renewal management and execution across a portfolio of existing Dialpad customers. Serving as the customer’s assigned main point of contact for their contract extension with Dialpad. Our Renewals Managers need to foster a high level of trust, satisfaction, and engagement across their assigned accounts. 

The RM will develop and execute the renewal strategy for their portfolio. The RM will own managing the end-to-end renewal process, negotiation, and contract terms. To be successful, the RM will partner with the Customer Success Manager to make sure our customers realize the value of their investment and can demonstrate the value differentiation of Dialpad versus our competitors.  

The RM is a member of the Customer Success organization, will carry a revenue renewal quota, and will report directly to the Director of Renewals Management.  

What you'll do

• Drive, and lead the renewals process in collaboration with the CSM to preserve and improve customer contracts and relationships.
• Effectively engage with key decision-makers to identify customer requirements and uncover roadblocks to ensure timely commitments.
• Achieve or exceed quarterly revenue goals, tied to retention, growth, and term extension of existing customer contracts.
• Maintain and report an accurate forecast of renewals.
• Negotiate and execute renewal contracts that align with customer goals.
• Discover and identify upsell/cross-sell opportunities during contract renewal to maximize customer growth.
• Communicate risk clearly and partner with the CSM in developing resolution strategies.
• Escalate whenever appropriate to help resolve customer concerns.
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
• Effectively communicate the benefits of the customer’s Dialpad solution and differentiate from competitive solutions.
• Own the renewal sales cycle, from developing a strategy, to building relationships with key stakeholders to negotiation and contracting.

Skills you'll bring

• 3-5 years of experience in Renewals, Account Management, Customer Success, or other applicable customer facing role.
• Proven success in meeting and exceeding revenue targets while managing renewals.
• History of managing a high volume of transactions.
• Passionate about providing a top-notch, best-in-class customer experience.
• Strong presentation, meeting facilitation, and written communication skills.
• Comfortable analyzing and understanding data.
• Excellent time management skills with the ability to track numerous details.
• Willingness to travel to customer locations or events as needed.
• Desire to work in a fast-paced startup environment where your input is desired to help craft our offerings and how we interact with clients.
• Experienced with CRM software (ex. Salesforce) and GSuite tools (Google Sheets).
• Ability to communicate, present, and influence key stakeholders at all levels of an organization.
• Strong digital communication skills with an emphasis on visual and verbal clarity during remote interactions.
• Able to work US core hours (6am - 5pm Pacific Time) while 100% on-camera in a dedicated, technically enabled remote workspace that supports team meetings, client interactions and collaborative sessions.  
• Excellent internet connectivity required.

Benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.