Position: Customer Success & Renewal Specialist
Company: Mirantis
Category: Support
Experience required: 3y
English level: upper

Customer Success & Renewal Specialist

As our increasing roster of enterprises and service providers begin their cloud transformation, we are looking for technical and customer relationship talent to usher our customers through the operational challenges of adopting Mirantis as their cloud computing platform.

The Customer Success Renewal Specialist is responsible for owning and executing a large portfolio of renewal contracts in an assigned territory. Renewal Managers are responsible for creating strategic partnerships with internal stakeholders such as Sales and Customer Success organizations to secure every renewal. Renewal Managers are responsible for ensuring that their customers are set up for success and facilitate the renewal at the end of the subscription term.
 
Responsibilities:
Create and maintain a relationship with a large customer base to ensure each customer is successful and communicate every challenge into the wider business.
Partner with Account Executives as well as the Customer Success department to fully understand and develop a clear renewal strategy for each customer based on data driven decisions
Maximize account growth opportunities by playing an collaborative role on the account team and helping to drive incremental opportunities upon contract renewal. Own, drive and manage the renewals process in collaboration with the account team.
Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure.
Provide executive management with complete visibility to renewals and solicit executive involvement as required.
Accurately maintain/update a rolling 120 day forecast of renewals in your territory and ensuring any uncovered risk is clearly communicated in order to develop resolution strategies .
Adopt new initiatives and programs pro-actively and act as a subject matter expert and mentor to other members of the extended team and achieve customer success and strategic targets for minimizing attrition.
Engage in strategic account planning with key stakeholders at a management level to ensure accountability across teams. Acts as a Renewals brand ambassador.
 
Required Skills/Experience:
3+ years of demonstrated success in Sales, Customer Success Management, or Account Management capacity with a strong focus on Customer Engagement and Customer Success.
Strong process management and adherence to policy
Strong customer management skills, including soft skills. Ability to demonstrate a strategic mindset to enable persuasive conversations with customers
Ability to react and adapt to potential rapid shifts in priorities and organizational policies
Willingness and desire to take on additional tasks or pilot projects that are beneficial to the department or to the organization
 
 
Leadership Qualities:
PASSION: Passionate about Customer Success
BEGINNERS MIND: Always learning, approaches each interaction with open mind, great listener and hands-on
URGENCY: Ability to move fast and drive business value and results
TEAM PLAYER: A team player that everyone enjoys working with and has a generous heart
TRUST: Trust the company’s core values
ADAPTABLE: Excels in high levels of uncertainty and change


Our offer:
High-energy atmosphere of a young company
Working with Fortune 500 companies and cooperating with industry leaders
Build large-scale, unique and innovative systems for mission-critical use
Collaborate with exceptionally passionate, talented and engaging colleagues
Competitive compensation package with strong benefits plan
Lots of freedom for creativity and personal growth.