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New Relic · 1 week ago

Renewals & Retention Manager (Portuguese Speaking)

San Francisco Bay Area

Full-time

Hybrid

Senior Level

$155K/yr - $194K/yr

5+ years exp

New Relic is a global team dedicated to shaping the future of observability, and they are seeking a Renewals & Retention Manager to drive retention, adoption, and expansion within their organization. The role focuses on securing and growing the existing revenue base by building strategic customer relationships and collaborating across departments to enhance customer success.

AnalyticsApplication Performance ManagementCloud ComputingIT InfrastructureMobileSaaSSoftware

Comp. & Benefits

No H1B

Responsibilities

Secure & Negotiate Renewals: Build positive relationships with customer decision-makers and end-users to negotiate, finalize, and establish renewal quotes for both self-serve and subscription customers

Mitigate Churn: Proactively identify accounts at risk (downgrades, churn) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, and sustain high renewal rates

Deliver Expansion: Grow revenue at renewal time and throughout the customer lifecycle. Increase Consumption Run Rate (CRR) for Pay-As-You-Go (PAYG) customers by finding new upsell opportunities

Improve Customer Relationships: Engage with accounts at key moments in the customer journey, becoming their voice within New Relic. Complete Customer Business Reviews, Account Plans, and Renewal Discussions

Increase Adoption: Support customer Onboarding and strengthen product knowledge through account Health Checks, Business Value Assessments, and facilitate customer education through enablement sessions on the New Relic Platform

Advocate & Resolve: Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf

Value Articulation: Effectively communicate company messages and our value proposition, both verbally and in writing

Data-Driven Strategy: Use strong analytical skills and experience working with data to professionally advise strategy, identify industry trends, and inform economic buyers and decision-makers

Operational Excellence: Maintain an accurate customer master record, including buying programs, contract renewal dates, customer contact information, and sentiment. Ensure proper Salesforce hygiene with thorough, accurate, and up to date information for all your accounts, opportunities, and contacts

Qualification

Customer SuccessRenewals ManagementData AnalysisSalesforceFluent PortugueseCommunication SkillsTime ManagementSaaS ExperienceG SuiteMS ExcelPowerPointProject Management

Required

5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the SaaS industry

Proven ability to build deep, strategic relationships with customer contacts at all levels of technical and non-technical depth, including senior leadership and C-Level Executives

Experience in building, analyzing, and interpreting datasets to accurately manage a pipeline for success

A track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion

Excellent professional written and verbal communication skills that actively demonstrates true relationship-building, and the ability to work collaboratively with all internal and external points of contact effectively

Experience in mastering time management that yields retaining loyal customers and successfully renewing contracts early and on time

Experience using and learning new software (e.g., G Suite, Salesforce (Sales Cloud, Service Cloud, etc.), Groove, Periscope) MS Excel and PowerPoint presentations

Speak fluent Portuguese (and Spanish is a plus)

Experience working in a Hybrid environment