Manager, APAC Renewal & Retention Manager

Customer Services (CS)

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Manager, APAC Renewal & Retention Manager

  • R9196
  • Singapore
  • Customer Services (CS)
  • Full time

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About Us

Zoomies help people stay connected so they can get more done together. We set out to build the best video product for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.

We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Here, you’ll work across teams to deliver impactful projects that are changing the way people communicate and enjoy opportunities to advance your career in a diverse, inclusive environment.

Our people make all the difference in our success.

Zoom’s Renewal & Retention  team is growing! We are looking for a Manager - Renewal & Retention. This is a Front-Line Manager to oversee our APAC Upmarket Renewals Team. In this role, you will be managing a team of 5+ Renewals Managers; this position involves working with teams focused on customers located in the APAC regions of the world. 

You have a positive, "can-do" attitude who is ready to jump in and make things happen. You excel in a fast-paced environment and exceed goals. When something isn't working, you shift gears quickly and develop a new approach to handle any challenge. You have a solid inclination to build standard, simple, and automated processes.

While you may have a strong history of sales, customer success or renewals management, we value high intrinsic motivation, creativity, and the ability to network cross functionally to be successful in Zoom’s rapid, results-focused work environment. The right candidate will drive operational excellence within the team to solve customer issues, drive repeatable renewal processes, partner within regions cross functional teams,  drive down churn rates, while accelerating growth.

 

 

 

RESPONSIBILITIES: 

  • Meet or exceed renewals and retention targets outlined for the regions 

  • Lead a team of Renewals Managers to effectively investigate, engage and negotiate renewal contracts. This includes all conversations around a customer’s renewal needs including but not limited to: technical support, customer experience, cost saving initiatives, discovery of opportunities, etc.

  • Create client, quotes/proposals, and partner with the CSM’s to add value to the quarterly business reviews

  • Conduct high-level conversations with C-Level and VP -Level Executives to address business needs

  • Attract top talent for the Renewals Team with a diverse background and experience

  • Utilize solution-selling techniques to effectively guide renewals process to close

  • Work strategically with management to deliver forecasts, identify trending opportunities/challenges, and provide recommended solutions

  • Forecast renewal activity and revenue achievement while creating satisfied customers

  • Keep informed of product line, competition and industry trends that may impact client business activities

  • Drive team growth through effective and strategic hiring by working cross functionally with the recruitment team, as well as work to educate and promote direct reports.

REQUIREMENTS: 

  • 8+ years of renewals experience within a SaaS company

  • Fluency in English to a native speaker standard

  • Management experience within a SaaS company 

  • Experience managing teams in APAC regions, particularly  India, ASEAN, Japan, & ANZ 

  • Direct SaaS/ Cloud renewals/customer success experience preferred

  • Strong collaboration and relational skills

  • Business forecasting, pipeline development and management skills are required

  • A proven track record of closed renewals, client satisfaction, & team work

  • Must have strong verbal skills with consultative professional business acumen

  • Must be detail oriented, organized, ethical, responsible, & self-motivated

  • Salesforce CRM & or Totango/Gainsight experience preferred

  • Travel is required

We believe that the unique contributions of all Zoomies is the driver of our success. To make sure that our products and culture continue to incorporate everyone's perspectives and experience we never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. Zoom is proud to be an equal opportunity workplace and is an affirmative action employer. All your information will be kept confidential according to EEO guidelines. 

We welcome people of different backgrounds, experiences, abilities and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. If you need any assistance or accommodations due to a medical condition, or if you need assistance accessing our website or completing the application process, please let us know by emailing us at careers@zoom.us.

Zoom requires all U.S. employees who will work in person at a Zoom office, attend in-person Zoom meetings or have in-person customer meetings to be fully vaccinated.  Zoom will consider requests for reasonable accommodations for religious or medical reasons as required under applicable law.

At Zoom, we care about our employees, their families, and their well-being. As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. To view our benefits, click here.

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Fraudulent Employment Offers

Zoom is aware of scams that involve fake Zoom job listings posted on third-party sites. Responding applicants are contacted primarily over email, InMail and/or chat applications by people impersonating Zoom employees. Eventually a fake offer letter is sent in exchange for personal identification information as part of a fake new-hire screening process.

Please be advised that these offers, communications and impersonations are illegitimate and fraudulent. All communication with Zoom employees come from a “@zoom.us” email address. Zoom job applicants complete an interview process including in-person (on Zoom) meetings and phone calls. Our process also requires you to create an account with our applicant tracking system, Workday.

Zoom will never ask for your personally identifying information during the interview process or ask you to pay money or purchase equipment. If you have received a message from Zoom that appears suspicious, please contact careers@zoom.us. 

 

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