Senior Manager, Advisory Renewal Managers

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About the Role
As the Senior Manager of the Advisory RM Team, you will lead a highly specialized group of subject matter experts who provide critical support to Renewal Managers (RMs) in navigating complex, high-value renewals. This role requires a deep understanding of the business, the ability to lead a team of experienced professionals, and a strategic mindset to drive business outcomes. You will oversee the team's operations, ensuring they deliver expert product knowledge, proactive risk mitigation, and tailored guidance that maximizes renewal outcomes, reduces churn, and streamlines processes.

In this role, you will act as the primary advocate for the team, fostering cross-functional collaboration with key departments such as Sales, Customer Success, Product, and Legal. You will also play a pivotal role in strategy, scaling the team's impact, identifying areas for growth, and ensuring the team remains equipped to meet the demands of an evolving business landscape. Additionally, you will focus on continuous improvement initiatives to optimize workflows and develop enablement resources for the broader Renewals organization.

Your ability to lead with empathy, foster a culture of accountability and collaboration, and drive measurable business impact will be essential in ensuring the Advisory RM Team continues to serve as a vital resource for Renewal Managers and the organization at large. This role is ideal for a strategic and empathetic leader who thrives in a complex, collaborative environment and is passionate about driving team success and business impact.

This is a People Leadership position.

Your Impact

• Lead and manage a team of Advisory RMs, providing coaching, guidance, and support to ensure team performance aligns with business objectives.

• Oversee the team's day-to-day operations, ensuring high-quality support for Renewal Managers and adherence to established processes and protocols.

• Develop and execute strategies to scale team operations and meet the growing demands of an evolving business and renewal landscape.

• Drive cross-functional collaboration with teams like Sales, Customer Success, Product, and Legal to address complex customer challenges and advocate for Renewal Managers.

• Monitor and analyze team performance metrics, such as case resolution time, customer retention rates, and renewal outcomes, to measure impact and identify areas for improvement.

• Act as the primary point of escalation for high-stakes or high-value deals, providing strategic guidance and resolution support.

• Partner with enablement teams to develop training programs, toolkits, and resources for Renewal Managers, bridging knowledge gaps and improving efficiency.

• Identify process inefficiencies and spearhead continuous improvement initiatives to enhance operational workflows and team effectiveness.

• Represent the Advisory RM team in executive-level discussions, providing insights on team performance, business impact, and areas of opportunity.

Minimum Requirements

• 5+ years experience in the Renewals field

• Leadership Experience: Proven track record of managing and mentoring highly skilled teams in a fast-paced, dynamic environment.

• Strategic Thinking: Ability to develop and execute strategies that align with broader business objectives and drive measurable outcomes.

• Business Acumen: Strong understanding of renewal processes, customer success motions, and enterprise sales cycles.

• Specialized Knowledge: Familiarity with niche product areas (e.g., Marketing Cloud, Slack, Tableau) and complex pricing structures is highly desirable.

• Cross-Functional Collaboration: Experience working with Sales, Customer Success, Product, Legal, and other stakeholders to resolve intricate challenges.

• Metrics-Driven: Ability to analyze performance metrics and use data to drive decisions and identify opportunities for improvement and showcase the team's success.

• Enablement Expertise: Experience creating training programs, resources, and toolkits to upskill teams and bridge knowledge gaps.

• Communication Skills: Strong written and verbal communication skills with the ability to clearly convey complex information to diverse audiences, including executives.

• Problem-Solving Skills: Demonstrated ability to proactively identify risks, develop creative solutions, and execute plans to address challenges.

• Technical Proficiency: Proficiency in tools like Salesforce (especially reports & dashboards), Microsoft Office Suite (especially Excel), and other CRM or analytics platforms.

• Flexible schedule: Ability to work and manage a global team across different time zones.

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