Renewals Center of Excellence Manager - Hybrid/Remote
Description
Splunk, a Cisco company, is building a safer and more resilient digital world with an end-to-end full stack platform made for a hybrid, multi-cloud world. Leading enterprises use our unified security and observability platform to keep their digital systems secure and reliable. Our customers love our technology, but it's our caring employees that make Splunk stand out as an amazing career destination. No matter where in the world or what level of the organization, we approach our work with kindness. So bring your work experience, problem-solving skills and talent, of course, but also bring your joy, your passion and all the things that make you, you. Come help organizations be their best, while you reach new heights with a team that has your back.
Role Summary
Would you like to be part of our rapidly growing Software as a Service (SaaS) business? If so, Splunk is looking for an experienced candidate with extraordinary leadership skills. This individual will lead a team driving a high-volume transactional workload, directly connected to predictable revenue outcomes, with exceptional attention to detail. Under this leadership we are building a team responsible for supporting Splunk’s Americas SaaS Renewals business.
The AMER Renewals Center of Excellence Manager drives successful outcomes through process innovation and implementation, territory design, pipeline inspection and forecasting, and program management. The team's efforts will focus on quoting and booking license renewals of Splunk's industry-leading software as well as working in close partnership with Sales and Success Management teams to improve retention, minimize churn risk, and drive growth at the renewal event.
You will ensure your team is well equipped to drive efficient quoting, process enhancement, and strategic engagement with cross functional teams to drive positive outcomes for Splunk and our customers.
This position carries a quota and goals, focused on efficient quoting, strong renewal rates, and enhanced scalability of the renewal business. The position will be based in our Costa Rica office on the renewals team supporting North America and Latin America.
Responsibilities
- Lead renewal professionals and ensure consistent outcomes against corporate objectives through effective process design, territory planning, team enablement and performance management..
- Proactively identify, document, and enhance processes that extend renewal efficiency, effectiveness, accuracy, and insight generated from renewals performance while also maintaining exceptional customer experiences for internal and external customers
- Provide dedicated support to our broader renewals business by ensuring your team can efficiently drive quote creation, customer outreach, deal level analysis, order processing, and booking.
- Work closely with Renewals Management to maintain an accurate forecast, capture status updates and proactively research/address data gaps.
- Keep current on Splunk’s pricing strategies, quoting systems, contracting tools, and subscription management tools to identify and mitigate risks to operational coverage and reporting.
- Manage a sales territory while meeting/exceeding renewal rate and driving efficiency across the business
- Enable and monitor your team’s ability to prepare accurate renewal quotes a minimum of 90 days in advance of subscription expiration
- Drive team accountability to maintain accurate account, license, service contract, asset and maintenance entitlement records within salesforce.com
- Instill in your team an ability to proactively identify issues that may impact a renewal and raise as necessary to ensure those risks are mitigated
- Resolve order issues with Customer Service and Order Management
- Track pending and lost renewals including reasons for cancellation
- Collaborate with Partner Operations, Sales Operations, Partner Development and Order Management teams to ensure quotes and orders meet defined criteria for factors such as booking and revenue recognition (i.e. Proof of Sell Thru, billing, etc)
Requirements:
- Demonstrated experience successfully managing renewal professionals responsible for a book of high volume, high velocity renewal transactions.
- You possess experience in selling, demand generation, or renewing enterprise software in a diverse customer base with a demonstrated ability to meet or exceed a sales quota for retention and/or growth
- Experience in a sales function that includes both direct customer interaction and working within a channel sales model
- Ability to build relationships both internally and externally
- Program management experience with demonstrated ability to drive innovation and scale: you instigate and welcome change that improves efficiency and business outcomes
- Excellent organizational skills with proven attention to detail paired with the ability to prioritize tasks, take initiative and drive successful outcomes for your team while adhering to deadlines
- Practical, current, hands-on knowledge of Enterprise Sales Infrastructure, such as Salesforce CRM/CPQ and Renewals Management/Recurring Revenue Management software (i.e. Gainsight or similar Customer Success Management platforms)
- Comprehensive understanding of SaaS and/or Enterprise Sales business model with understanding of customer lifecycle measures and revenue streams
- Can proactively design and improve processes while ensuring adoption across a highly matrixed organization
- Excellent, executive level written and verbal communication skills - in the English Language - ability to compose effective and accurate correspondence cross-functionally with various parties. Fluency in Portuguese is a plus.
Skills/Knowledge/Capabilities:
- 3+ years experience leading renewals and/or customer experience teams
- Bachelor’s degree or equivalent work experience in technical sales/renewals
- Experience driving and implementing innovation to help drive efficiency and scale
- Ability to multi-task and track multiple issues
- Excellent customer service skills with an orientation towards helping customers
- Strong desire and willingness to learn
Splunk is an Equal Opportunity Employer
At Splunk, we believe creating a culture of belonging isn’t just the right thing to do; it’s also the smart thing. We prioritize diversity, equity, inclusion, and belonging to ensure our employees are supported to bring their best, most authentic selves to work where they can thrive. Qualified applicants receive consideration for employment without regard to race, religion, color, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, marital status, age, physical or mental disability or medical condition, genetic information, veteran status, or any other consideration made unlawful by federal, state, or local laws. We consider qualified applicants with criminal histories, consistent with legal requirements.
Note:
OTE Range
For sales roles starting salaries are expressed as On Target Earnings or OTE (OTE = base + on-target incentives in the form of sales commission plans).
Costa Rica
On Target Earnings: CRC 40,000,000.00 - 55,000,000.00 per year
Splunk provides flexibility and choice in the working arrangement for most roles, including remote and/or in-office roles. We have a market-based pay structure which varies by location. Please note that the On Target Earnings (OTE) range is a guideline and for candidates who receive an offer, the OTE will vary based on factors such as work location as set out above, as well as the knowledge, skills and experience of the candidate. In addition to OTE, this role may be eligible for equity or long-term cash awards.
Benefits are an important part of Splunk's Total Rewards package. This role is eligible for a comprehensive, competitive benefits package which may include healthcare and retirement plans, paid time off, wellbeing expense reimbursement, and much more! Learn more about our next-level benefits at https://splunkbenefits.com.
Thank you for your interest in Splunk!