Renewals Manager (EMEA)

Customer SuccessRemote, London, England, United Kingdom United Kingdom


Description

Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.

The Opportunity: A Renewals Manager is part our Customer Success team and is responsible for coordinating the renewal process for an assigned group of customers from quotation through to closure. This is a high impact position that is focused on maximizing outcomes resulting in reoccurring revenue growth and retention. It is a fast-paced, high-volume opportunity that is fun and where results directly impact our business’ success. Our customers’ recurring business allows Litera to invest, hire awesome talent, and continue to innovate.

A Day in the Life:

  • A Renewals Manager will primarily interact with customers via email, phone and video conference.
  • Coordinate customer deliverables across sales, customer success, finance, and partner teams
  • Develop single, multiple, and co-termed product renewal order forms
  • Update and manage key information and reporting in Salesforce
  • Track progress using dashboard and reporting
  • Understand NPS, Net Retention and other influencing metrics
  • Position the value and benefits of our software to show ROI

Role Progression:

Within 1 month, you will:

  • Complete new hire onboarding including eLearning courses, instructor led training, role specific mentorship and more
  • Get trained on Litera’s core values and see an overview of our solutions
  • Meet with key stakeholders across the business that you will interact with frequently
  • Review and understand assigned territory
  • Learn best practices, processes, and business tools used including Salesforce, Microsoft Outlook, Tableau and our renewal quoting solution
  • Understand influencing metrics
  • Shadow customer engagement activities

Within 3 months, you will:

  • Independently create and deliver customer renewal order forms
  • Interact with primary customer contacts direct
  • Have learned how to position value delivered from our solutions
  • Understand how to overcome initial pricing objections and plan predictable dialog
  • Independently plan work to meet deadlines and manage priorities
  • Forecast, mitigate risk and plan for success

Within 9 months, you will:

  • Build customer relationships with multiple persona levels
  • Identify areas for process improvement to positively influence customer experience
  • Participate in cross functional initiatives to drive breakthrough differences
  • Develop skills as a leader of your own business within the business
  • Mentor new hires on the team
  • Participate in bi-annual performance review process

About You:

  • You get things done and routinely meet metric-based goals
  • You are customer service focus, strong attention to detail, and ability to excel in a fast-paced environment
  • Demonstrate the skills to be promoted or sought out to advance the team, department, and organization
  • A strong desire to keep learning new things

What Sets Us Apart?

  • Have direct contact and work directly with our upper management
  • Work with a team that has a proven track record year over year
  • You will be challenged and encouraged to broaden your skills
  • Regular social & philanthropic events
  • Access to personal development courses and tools in our internal learning management system
  • Great health benefits, PTO and holiday policies, & more!