Renewals Operations Manager

at Confluent in Springfield, Illinois, United States

Job Description

With Confluent, organizations can harness the full power of continuously flowing data to innovate and win in the modern digital world. We have a purpose that drives us to do better every day – we’re creating an entirely new category within data infrastructure – data streaming. This technology will allow every organization to create experiences and use the power of data in ways that profoundly impact the way we all live. This impact is our purpose and drives us to do better every day.

One Confluent. One team. One Data Streaming Platform.

Data Connects Us.

About the Role:

This newly created role will be responsible for working with our Customer Success (CS) business, partnering with the CS leadership team and Field Operations organization to be the global process owner for renewals operations – with the goal of ensuring clarity in strategy, organizational design, and operational execution for Confluent. This role is an essential part of driving success for our Field Operations teams, and ensuring effective alignment of the organization to the overall Corporate strategy and meeting our business objectives.

You will work closely with our Customer Success and CSG leadership teams to establish process, automation, and communications to allow for the accurate forecasting and refinement of our Renewals business. This role is a part of our Customer Solutions Group Strategy & Execution team, and reports into the Director of CS Strategy & Operations.

What You Will Do:

+ Drive and ensure alignment of the renewals strategy to the Customer Success & corporate strategies to maximize the alignment, impact and performance

+ Lead key cadences for the business, including forecasting and reporting reviews. Leverages historical trends, pipeline coverage data, and deal-specific knowledge to guide sales and renewals leaders during the weekly forecasting process.

+ Strong partnership across Sales Operations, deal desk, order management, sales, finance, and CSG leadership to resolve issues and communicate changes.

+ Lead collaboration and resolution across a wide array of renewal technical and process blockers. Evaluate renewal current processes, uncover areas for improvement, define business requirements, and implement standardization of practices and solutions to set global standards.

+ Lead the weekly, monthly & quarterly cadence of the CS and renewals team activities including retrospectives, QBRs, forecasting, and annual planning requirements.

+ Analyzes health data to understand potential downgrade risks and works with cross-functional teams to identify and operationalize new methods to drive risk mitigation strategies.

+ Definition and management of CS OKRs, in conjunction with CS leaders, to ensure maximum group performance, alignment to corporate OKRs, execution against our goals.

+ Lead projects and initiatives focused on improving productivity and simplifying processes throughout the Renewals organization; represents the Renewals business requirements in key cross-departmental projects

What You Will Bring:

+ 8+ years of industry experience with strong exposure to Customer Success and Renewals in a software, SaaS, or systems development environment.

+ Exceptional, demonstrable, track record of program management & execution, change management, and cross functional stakeholder engagement to drive organizational change.

+ Deep understanding of Customer Success, including CS Platforms, Success Plans, QBRs, Renewals, and the teams CS works with to deliver amazing customer experiences.

+ Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders.

+ Strong leadership skills; ability to influence without authority and work cross functionally within the business.

+ Strong technical aptitude /affinity

+ And understanding of or experience working with business systems such as Salesforce, Gainsight, Zendesk, etc.

+ Open, growth mindset with a high degree of self motivation, fostered in a face-paced, high growth, dynamic environment.

+ Bachelor’s degree or equivalent work experience

What Gives You an Edge:

+ Empathy, empathy, and more empathy

+ Align strongly to our core values

+ Ability to reach across the aisle and create, nurture and foster long term relationships

+ Have fun and bring fun to this job

Come As You Are

At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact. Employment decisions are made on the basis of job-related criteria without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by applicable law.

At Confluent, we are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including work history, education, professional experience, and location. This position has an annual estimated salary of $123,800 – $145,440, an annual bonus, and a competitive equity package. The actual pay may vary depending on your skills, qualifications, experience, and work location. In addition, Confluent offers a wide range of employee benefits. To learn more about our benefits click HERE (https://confluentbenefits.com/) .

Click HERE (https://www.confluent.io/legal/confluent-candidate-privacy-notice/) to review our Candidate Privacy Notice which describes how and when Confluent, Inc., and its group companies, collects, uses, and shares certain personal information of California job applicants and prospective employees.

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