Analyst, Renewal Management Job Listing at Qualtrics in Provo, UT (Job ID 7573140)

Description

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 mic 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 5,000 people across the globe who think that's work worth doing.

Analyst, Renewals Management Why We Have This Role   The mission of the Account Services organization is to help our customers, both internal and external, deliver extraordinary business results. The Renewal Management team owns 30% of our total revenue, representing 90% of our customer base - our responsibility is to renew and invoice our current customer base, activities that directly drive cash flow for the business. Goals include converting single year deals to multi-years, shifting customers to new products to enable consumption pricing, and expanded responsibility to reduce churn and downgrade losses. We need leaders to further this mission!   How You'll Find Success   You'll know you're doing a great job in this role when:

• You attain a high renewal rate and customer retention in your book of business.
• You guide customers through the entire renewal journey in a timely manner (e.g., prior to contract expiration) to ensure they don't experience any disruption in access to the Qualtrics platform
• You identify, anticipate and mitigate account risk by working closely with Sales and Customer Success to successfully strategize and steer through challenging customer situations. By doing so, you optimize your negotiations to help the company hit or exceed its global renewal rate targets.
• You accurately forecast where your renewal rate will land by leveraging key insights from customer usage, sentiment and direct customer interactions along the renewal journey.
• You provide a great customer experience - in each and every interaction - to help ensure that each client is invoiced on time, driving cash flow for the business.
• You prioritize the highest value add activities to hit your personal and team quarterly renewal rate targets.
• You provide an energetic, ‘can-do' attitude that exemplifies Qualtrics values that help foster creativity in problem-solving, high team engagement and an overall positive environment for the Renewal Management team to thrive
• You support and provide relevant guidance to the rest of the Renewals Management team to maintain a high standard of excellence in renewal rate and prevent renewals from slipping past their expiration into the next month or quarter.
• You are an expert in the processes and policies and are a ‘go-to' individual for the more junior teammates to turn to for situational guidance

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 key processes and work to improve them.   How You'll Grow

• Commercial Skills: As a Renewals Analyst, you will master and lead commercial strategies in your book of business. You will partner closely with the account teams to bring the largest amount of revenue into the business.
• Leadership: Sharing and teaching your commercial knowledge and best practices to the rest of the team so they can replicate and you will drive an even larger impact.
• 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.
• Strong Data Analysis: Using data and key customer insights to define the best action path during negotiations and prioritize cases based on a revenue approach.

Things You'll Do

• Bring a Commercial Approach
• • Develop and apply commercial strategies to mitigate against risk, optimize retention and even drive more predictability with striving for multi-year subscription commitments.
  • Drive and execute process and partnership improvements with the Sales and Customer Success teams.
  • Delight our customers with an excellent renewal experience.

• Be our Renewals Expert
• • Manage a book of strategic renewal subscriptions.
  • Be the front-line rep to manage critical cases in the department.
  • Promote and consistently apply best practices in the renewals process.
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• Support the Renewals Team + Improve the Renewal Journey
• • Promote a positive culture in the Renewals team.
  • Participate in the interview process for new hires.
  • Propose, 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.

What We're Looking For On Your Resume

• Bachelor's degree
• Experience managing a book of business and leading successful negotiations with clients.
• Desire to pursue a commercial-oriented and team leadership career.
• Desire to improve processes and work through ambiguity.

What You Should Know About This Team

• This team is the first line to apply Qualtrics GTM strategies - commercial skills and adaptability are key.
• This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.
• This team is excellence-driven and motivated for constant improvement.
• We have each other's backs. We win together.
• Our team meetings are designed to foster community and connection.

Our Team's Favorite Perks and Benefits

• Competitive salary, performance bonuses, and savings investment account.
• Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• Monthly allowances.
• Experience bonus to be used for an “Experience” of your choosing every year.
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women's Leadership Development, which exist as places for support, allyship, and advocacy.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid   Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.   ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act   Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.   Not finding a role that's the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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