Role Summary

SDL is looking for a Customer Renewals Manager to join the Global Technology renewals Team.

The Customer Renewals Manager will be supporting our Clients and their contracts in a consultative manner to ensure a continuous and successful engagement with SDL.

 

As part of an enthusiastic regional Team you’ll be responsible for a subset of our customer base in order to build valuable relationships with them and the Teams that service the customer. The ideal candidate will be detail oriented, with strong organizational and communication skills. We are looking for someone who is as passionate about providing an exceptional experience for our customers.

 

 

Key Global Responsibilities

Reporting to the Lead Customer Renewals Manager, a Customer Renewals Manager will be required to:

• Pro-actively review the customer contract to ensure commercial agreement is in line with current customer business use
• Pro-actively work with the SDL Legal Team on contract conversions and alignment to current customer business use following analysis done with SDL Development
• Contact and follow-up with customers and partners to ensure a timely maintenance renewal process: prepare renewal quotes for maintenance contracts within 90 days prior to expiration
• Manage customer requests for contract merges, transfers and license purchases
• Weekly reporting on progress of maintenance renewals
• Administer and consolidate data concerning maintenance renewals
• Track cancelled maintenance contracts including reasons for cancellation
• Maintain accurate records of all contacts with clients
• Liaise with other members of the Content & Analytics and Language Groups to exchange information and increase professionalism
• Management of assigned internal projects
• Liaise with other members of Sales Teams to actively promote sales opportunities
• Develop and maintain relationships which benefit client & SDL
• Identify new business opportunities to generate a growing revenue stream for SDL

 

 

 

Key personal skills and experience:

• Bachelor’s degree in Business or Finance or a closely related field or relevant experience
• Min 4 years business experience in a customer renewals management or similar position
• Have experience and be confident in the interaction / negotiation with decision makers at client side
• Strong organizational skills including ability to prioritize and escalate customer issues as required
• Excellent attention to detail and a commitment to both accuracy and quality
• Demonstrated ability to work independently as well as in a team environment
• Ability to multitask in a fast-paced, high pressure environment
• Ability to take initiative, and a strong work ethic
• Must be able to work towards set deadlines

•  Ability to meet new challenges with optimism and an open mind

 

 

Technical skills

• Fluency in English
• Second European language a plus: Dutch, German or French
• Excellent customer service and communication skills
• Excellent verbal and written communication skills
• A thorough understanding of delivery of Client Services
• High degree of proficiency with SalesForce & Excel

 

 

Nice to Have Qualifications:

 

Experience with cloud-based/SaaS solution offerings