Job Information
iCIMS Manager - Customer Success Renewals in Gachibowli, Hyderabad, India
Job Overview
The Manager of Renewals manages a team of Renewals Managers. The Manager, Renewals will provide leadership and support to the RM’s in order to increase service agreement renewals. The Manager will be responsible for driving an accurate renewal forecast, account renewals 120 days prior to contract expiration and executing all renewal back-end work in a timely manner for all responsible accounts. The ideal candidate must be a self-starter, results-driven individual, with strong interpersonal skills who adapts well to a fast-paced environment, providing a high degree of service and responsiveness to our customer and business needs. Success in this role requires a high level of organization and coordination with cross-functional teams such as Customer Success, Account Managers, Legal, Finance, and others. The Manager, Renewals reports to the Chief Customer Officer.
About Us
When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities
Manage a team of Renewal Managers with emphasis on results and employee morale
Ensures successful renewal of customers within assigned segment and territory through coaching and mentoring a team of Renewal Managers and Customer Care Specialists
Participate in the development, enforcement, and compliance of a service level agreement inclusive of defined problem-resolution expectations/timeframes for end users
Manage Renewal resources for optimal performance inclusive of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and paid/unpaid time off
Engage with customers as needed to help mitigate risk and ensure renewal.
Monitors trends and themes to provide feedback to Professional Services, Labs, Sales and the Training Services team
Review, Improve, and Manage performance metrics of Renewals activities designed to identify problem areas, areas of potential efficiency gain, and enhancements to service that would prevent problems in the future. Key areas of focus will be accurate roll up of renewal forecasting with RPI, along with loss forecasting.
Participate in all aspects of staff planning inclusive of performing interviews and providing feedback on promotions, developing/maintaining a training program that promotes greater customer service and technical knowledge, and assisting in the professional/technical development of team leaders.
Ensure a fun, dynamic work environment & build merit-based culture which appeals to the top talent in the field
Lead and coach the team structuring appropriate training and development and eliminating roadblocks to team performance
Partner with Talent team on the acquisition and retention of people resources to fulfill team mission successfully. Owns the selection process
Consistently ensures that business is conducted with integrity at all times and that behavior aligns with iCIMS policies, procedures, and core competencies.
Demonstrates a sense of urgency and takes initiative
Maintains flexibility and reacts to change appropriately
Receives and takes action on feedback and lessons learned for continual professional improvement and development.
Takes measures to enhance body of knowledge and skill set through training
Qualifications
Minimum of 5 years of renewals, technical account support or account management experience desirable; or bachelor’s degree; or relevant experience
Minimum of 2 years of experience in a staff leadership position or relevant experience
Prior SaaS Customer Service or Account Management leadership a plus
Must have good working knowledge of Windows/Mac OS and its components
Understanding of database theory and design are a plus, but not required
Multi-task capable with strong time management skills
Ability to be flexible in work schedule including nights
Experience with HRIS, CRM and / or ATS is a plus
Familiarity with Technology Customer Support reporting, KPIs and SLAs
Advanced customer relations skills
Must be able to work under pressure and adapt to change
Resolution oriented, takes initiative
Proven success in leading high-performance teams, achieving results through others, and being a strong team player
Ability to work independently and be proactive in a high-performance environment
Possess a strong sense of ownership and accountability
Ability to work well under pressure and flexible in adapting and responding to changing situations
Excellent communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively orally and in writing across multiple stakeholder groups both internally and externally
Ability to organize and manage multiple, and at times competing priorities
Strong customer orientation focus and success in creating a superior Customer Experience
Demonstrated ability to establish credibility, trust and partnerships at all levels of an organization
Preferred
- BA/BS or equivalent in Technology, Business, Six Sigma or related field
EEO Statement
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and Benefits
Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits