Director - Contract Renewals (Customer Success)
About this role
Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes
Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.
Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com
Job Overview:
We are seeking a highly organized and proactive individual to join our team to lead Contract Renewals As a crucial member of our Expansion Sales team, you will be responsible for managing the renewal process of our Software as a Service (SaaS) contracts. The ideal candidate possesses excellent communication skills, a strong understanding of SaaS business models, and a keen ability to build and maintain positive relationships with clients.
Responsibilities:
- Renewal Management:
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- Own and drive the end-to-end SaaS contract renewal process, ensuring timely and successful renewals.
- Proactively engage with customers well in advance of contract expiration to understand their needs and address any concerns.
- Collaborate with Sales, Customer Success, and Account Management teams to gather necessary information for renewal negotiations.
- Negotiation and Upsell:
- Effectively negotiate contract terms, pricing, and renewal terms to maximize revenue opportunities.
- Identify upsell opportunities and collaborate with the Sales team to drive incremental revenue during the renewal process.
- Customer Relationship Management:
- Cultivate and maintain strong relationships with key stakeholders within customer organizations.
- Act as a trusted advisor to customers, understanding their business goals and aligning our solutions to meet their evolving needs.
- Forecasting and Reporting:
- Develop and maintain accurate forecasts of renewal revenue and provide regular updates to the leadership team.
- Generate reports and analyze data to identify trends, risks, and opportunities within the renewal portfolio.
- Customer Advocacy:
- Promote customer advocacy by ensuring a positive renewal experience, ultimately contributing to customer satisfaction and retention.
- Collaborate with Marketing to capture and showcase customer success stories and testimonials.
Qualifications:
- Bachelor's degree in Business, Marketing, or related field.
- Proven experience in SaaS contract management, renewal, or customer success roles.
- Strong understanding of SaaS business models and subscription-based services.
- Excellent communication, negotiation, and interpersonal skills.
- Ability to work collaboratively across cross-functional teams.
- Analytical mindset with proficiency in data analysis and reporting.
- Proactive, self-motivated, and detail-oriented.
Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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