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Customer Renewals Manager



Customer Service
San Francisco, CA, USA
Posted on Sunday, September 10, 2023

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Reality Platform™ empowers companies to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, Sprout Social, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Deloitte Technology Fast 500, Forbes Cloud 100, LinkedIn Top Startups, and Great Places to Work lists in 2022.

As a Customer Renewals Manager at Gong, you’ll play a key role in managing the renewal process of our fast-growing Corporate customer base while working closely with Customer Success Managers as needed to ensure a #ravingfans customer experience. As a relatively new team, you will be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency

  • Oversee all assigned contract renewals to ensure timely and accurate execution
  • Drive live engagements directly with customers to ensure partnership alignment and negotiate agreements for the next contract term
  • Enlist the efforts of Customer Success Managers and senior management when necessary to accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
  • Own contract processes to close - including renewal CTA management, quote creation, maintenance of Gong dealboard and Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature to close.
  • Work with CSM team to identify at-risk accounts and put together a strategy to secure the renewal, as needed
  • Partner with CS Ops and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency
  • Identify opportunities to expand Gong’s footprint and differentiated value within an account as part of the renewal process
  • Establish and maintain effective, cooperative working relationships with customers, both via phone and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc
  • Intellectually curious self-starter with a knack for problem-solving
  • Experience with negotiation and discussing pricing terms
  • Experience in a customer-facing role
  • Has managed a book of business or prospect target list effectively
  • Comfortable with a high volume of accounts and live engagements with prospects/customers
  • Familiarity with contracts, terms of service, and legal issues
  • Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
  • Phenomenal organizational skills and attention to detail
  • Experience with Salesforce (particularly working with the ‘opportunity’ object)
  • Previous experience in a Sales, Customer Success, or Renewals Management role
  • Previous B2B SaaS and/or enterprise software experience
  • We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
  • Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
  • Mental Health benefits with covered therapy and coaching.
  • 401(k) program to help you invest in your future.
  • Education & learning stipend for personal growth and development.
  • Flexible vacation time to promote a healthy work-life blend.
  • Paid parental leave to support you and your family.
  • Company-wide recharge days each quarter.
  • Work from home stipend to help you succeed in a remote environment.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

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