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At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
Renewals Manager
Why We Have This Role
The mission of the Customer Operations organization is to help our customers, both internal and external, deliver extraordinary business results.
Our team is responsible for renewing and billing our current customer base, activities that directly drive cash flow for the business. The Renewal Manager does this by contacting customers to discuss their renewal needs, negotiating renewal terms and conditions, preparing renewal quotes and contracts, working with the Sales and Customer Success teams to identify and close renewal opportunities, and developing strategies to improve renewal rates.
How You’ll Find Success
You’ll know you’re doing a great job in this role when:
• You identify system or information gaps, and can propose and execute a solution to sustainable address the issue
• You leverage data to recommend improvements to how the Commercial Ops team should operate
• You provide a great customer experience to help ensure that each client is invoiced on time, driving cash flow for the business
• You attain a high bill rate and help the rest of the Renewals Management maintain our high standard of excellence
• You work closely with Sales to successfully strategize through sometimes difficult client situations and negotiations to help the company hit its renewal rate targets
• You prioritize the highest value add activities to hit your personal and team quarterly billings targets
We are looking for candidates to help us not only get things done in the current process, but also to improve processes to make our entire company continuously more efficient. In fact, you will have the opportunity to become a subject matter expert in a key process and work to improve it.
How You’ll Grow
• Project Management: The team is continuously working to improve processes and systems. You will play an important role in identifying and solving process/system gaps, owning workstreams, and coordinating with other dev/data teams
• Commercial Skills: As a Renewals Manager, you will develop a commercial skill-set that includes processing high value renewals, sending quotes, analyzing data, and negotiating with customers.
• Cross-Functional Collaboration: Working closely with other departments, you will develop valuable cross-functional skills, gain a holistic understanding of the business, and learn from experts in various areas, paving the way for career growth.
• Technical Acumen: You will develop skills in data analysis and report building.
Things You’ll Do
• Engage in and drive strategic projects to improve our internal processes and ensure a successful and seamless end-to-end renewal experience for our customers.
• Work collaboratively with key stakeholders across Qualtrics to drive positive business outcomes for the business.
• Enabling the team to make data-backed decisions through pulling and analyzing data.
• Retain and expand client subscriptions, the lifeblood of the SaaS business model.
• Drive the renewal process forward in partnership with our internal customer facing teams including Sales and Customer Success.
• Create a great customer experience by providing timely and thoughtful communications in every client interaction.
What We’re Looking For On Your Resume
• Bachelor’s degree
• Strong prioritization skills with the ability to be proactive
• Proficient written and verbal English communication
• Desire to improve processes and work through ambiguity
• Interest in the technology industry
• Experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial
What You Should Know About This Team
• We have each other’s backs. We win together.
• Our team meetings are designed to foster community and connection.
• This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.
Our Team’s Favorite Perks and Benefits
• Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration.
• Commuter Benefits: We offer a generous monthly allowance to be used for transportation and to help you commute to the office.
• Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
