Sr. Renewals Manager, APAC at Udemy

Customer Success - Udemy for Business, Full-Time, Remote, Melbourne melbourne remote support full-time
Description
Posted 25 days ago

We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy. Expert instructors can share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a profound belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighbourhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil) as well as remote offices in Australia.
Udemy for Business is the leading online training solution for high-growth companies, and we’re growing like crazy. We’re helping organisations large and small around the globe to close critical skills gaps, whether it’s the latest technical skills, marketing & sales, HR and compliance training, personal or professional skills. And we’re just getting started.

Who we are looking for
We are looking for a Sr. Renewals Manager to help us grow our revenue base and continue to drive world-class retention and renewal rates. This role will partner with our Customer Success and Account Executive team to maintain and grow our account base.
As our flagship Renewals Manager in APAC, you'll proactively manage a portfolio of Commercial and Enterprise client renewals ensuring on-time customer retention and the high dollar over dollar renewal rates as well as establish renewal processes for the region.  This role is a remote, work from home opportunity located in the greater Melbourne area.

You have

  • Demonstrable B2B SaaS Renewals experience of 4+ years working with mid-level to large, Commercial and Enterprise accounts 
  • Experience negotiating with customers across Australia, Asia and India.  
  • Ability to work autonomously and with the flexibility to accommodate the regions you are working across
  • Ability to negotiate terms for complex deals while maintaining great client relationships
  • Superior time management skills; excellent attention to detail
  • Experience managing clients with Salesforce.com, Gainsight a plus
  • Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
  • Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
  • You will

  • Own approximately 50 renewals quarterly for Enterprise and Commercial customers in APAC - India across Asia to ANZ. 
  • Strategize with the Customer Success Manager and Account Executive on different renewal scenarios for each client.
  • Leverage the renewal event with customers to demonstrate business value, optimize multi-year subscriptions, and expand partnership with our customers.
  • Work with Sales and Customer Success leaders across APAC and at HQ in the United States, proactively reporting on renewal health, customer escalations and recommended course of action.
  • Directly negotiate all renewal terms with client procurement teams.
  • Maintain a 4-month rolling forecast and track all renewal activity in Salesforce
  • Prepare proposals, including renewal rate calculations, and contract preparation.
  • Work closely with Finance and Legal teams to ensure all contracts are accurate.
  • Verify contracts, data integrity of all quotes, review terms and conditions to ensure renewal subscriptions are in line with company guidelines and policy
  • What success looks like

  • In the first month you will:
  • Complete structured new-hire onboarding.
  • Discuss, and establish, definitions for success within your role with your manager.
  • Meet, and gain alignment, with account team members (Sales & CS) to begin account strategy, and planning, discussions.
  • Construct and deliver initial, preliminary, rolling 90-day forecast.
  • Commence outreach to customer base 120+ days in advance of renewal.
  • In the first six months you will:
  • Confidently own the escalation process for at-risk accounts.
  • Leverage learned best practices to ensure on-time renewals.
  • Maintain forecast for renewal territory in the quarter, and for the quarter(s) ahead.
  • Participate in customer meetings and executive-level business reviews.
  • Articulate the value of Udemy's solution to drive renewals to successful closure and to help solidify expansion opportunities.
  • Become proficient in proposal and document generation processes.
  • The team
    This role reports to our Global Head of Renewals, Mandi King who is based in the Denver Colorado office and dotted-lines into our Head of Customer Success in APAC. Mandi King is a leader at Udemy for Business, an online learning platform for professionals. With over a decade of sales and management experience, she specializes in recurring revenue growth by consulting global customers and internal stakeholders. As a lifelong learner, Mandi has made it her mission to excel while also coaching others, particularly in non-traditional career pathing. Mandi is committed to building a more diverse and equitable workplace, as a mother and woman of colour in the technology space.

     
    The benefits
    Vacation and time off four weeks of paid vacation; paid holidays; personal/sick days; maternity leave; paternity leave; leave of absence.

    Financial and Retirement: Super contributions; company equity; performance bonuses; relocation assistance

    Professional Development: tuition reimbursement; learning and development stipend; promote from within; shadowing opportunities; access to online courses; lunch and learns

    Office Life: flexible work hours; remote work opportunities; casual dress; happy hours; diversity and inclusion program; company outings
     
    We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.



    About Udemy
    We believe anyone can build the life they imagine through online learning. Today, more than 40 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.

    Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).

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