Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform? empowers customer-facing teams to take advantage of their most valuable assets - customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#28), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

As a Customer Renewals Manager at Gong, you'll play a key role in managing the renewal process of our fast-growing Corporate customer base while working closely with Customer Success Managers as needed to ensure a #ravingfans customer experience. As an early hire in this role, you'll also be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency.

RESPONSIBILITIES

Oversee all assigned contract renewals to ensure timely and accurate execution
Enlist the efforts of customer success managers and senior management when necessary to accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction
Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature
Work with CSM team to identify at-risk accounts and put together a strategy to secure the renewal, as needed
Partner with CS Ops and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency
Identify opportunities to expand Gong's footprint within an account as part of the renewal process
Establish and maintain effective, cooperative working relationships with customers, both via phone and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don't want to renew, alert us that they're evaluating competing solutions, etc.

QUALIFICATIONS

Intellectually curious self-starter with a knack for problem-solving
Experience in a customer-facing role
Familiarity with contracts, terms of service, and legal issues
Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders
Phenomenal organizational skills and attention to detail
Experience with Salesforce (particularly working with the 'opportunity' object)
Previous experience in a Sales, Customer Success, or Renewals Management role
Previous B2B SaaS and/or enterprise software experience
Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency

PERKS & BENEFITS

We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family's needs.
For most plans, Gong pays 100% of the premiums for employees and 50% of premiums for dependents.
401K program to help you invest in your future.
Education & learning stipend for personal growth and development.
Flexible vacation time to promote a healthy work-life blend.
Paid parental leave to support you and your family.
Company-wide recharge days each quarter.
Work from home stipend to help you succeed in a remote environment

Summary
Company name: Gong
Remote job title: Customer Renewals Manager
Job tags: Customer Facing Roles, Salesforce, Enterprise Software