Manager, Renewal Support Operations

  • R5884
  • Belfast, United Kingdom

We are looking for a Manager of our newly created Renewal Support team.  This team will be a part of our Business Operations org and be responsible for the creation of renewal quotes for our customers. A successful candidate will have previous management experience, a passion for  building highly engaged and performing teams, and will be a strong collaborator with a customer centric approach. 

About the Team:

Our Business Operations team holds us accountable for making sound business decisions that support a sustainable path for growth. As a publicly held company, we have a responsibility to our customers, employees, and investors to exercise good judgment by leveraging business data and market trends to set strategic long and short-term goals. This newly created Renewal Support team sits within our Business Operations function, and with a heavy focus on customer renewals will have a direct impact on revenue and customer growth.
 

About the Role:

As a Manager of Renewal Support Operations, you will be responsible for the hiring, onboarding, and development of the team, as well as leading and advising the team through the creation of renewal quotes for our customers ensuring we are being proactive in our approach and playing a key role in customer retention.
 

In this role, you will:

  • Manage a team of renewal support specialists, responsible for hiring, onboarding, and development and ensuring the team is high performing and engaged  

  • Assist in developing and refining key KPIs for the team 

  • Advise on policies and processes impacting renewals, act as a point of escalation, and approve exceptions as necessary

  • Develop a streamlined quoting process including appropriate flexibility and controls to ensure accuracy and timeliness

  • Work with Sales Operations/Finance/Deal Operations counterparts to validate accuracy of baseline and account ARR in Salesforce.com and escalating scenarios for review

  • Research customer license and subscriptions purchase and renewal history and assisting with fulfillment, as required

  • Assist team with gathering requirements from Customer Success Managers and Account Executives for renewal, expansion and upsell opportunities with clear understanding of co-term/true-up calculations and quoting

  • Document processes and oversee the creation of enablement for the renewal team as well as go-to-customer teams

  • Assist with projects to drive automation and efficiency

The skills you’ll bring include:

  • 2+ years of experience managing or supervising a team, with 5+ years in an operation, administration, or finance related role, preferably deal desk or order management

  • Exceptional communication skills demonstrated through email, slack, customer calls, and internal meetings

  • Excellent attention to detail 

  • Customer centric approach, puts the customer first and provides exceptional customer service 

  • Ability to successfully balance a wide variety of daily tasks and adjust priorities in a fast-paced environment

  • Tech savvy & excited to work in a fast-paced environment

  • Collaborative team player, who also has the ability to work independently 

We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

About Rapid7


Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.  With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

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