Customer Renewal Manager (CRM) Full Time

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POSITION TITLE: Customer Renewal Manager (CRM) – Remote

The Customer Renewal Manager (CRM) is responsible for driving the end-to-end renewal lifecycle for assigned customers in a defined Unit/Area. As part of Teradata’s Go-To-Market (GTM) organisation, this position will serve as the primary role responsible for sustaining/renewing customers and growing our ARR baseline. The CRM will partner closely with the Account team including Customer Experience and Finance to ensure effective account collaboration and cancels and erosions prevention.

The CRM will be responsible for managing several customers to business objectives including recurring revenue retention and growth, on-time renewal execution, expansions, and outlook accuracy. The CRM will work with the account team on account planning to identify customer needs/risks and opportunities both in preparation for upcoming renewals as well as mid-term adjustments and Cloud opportunities. The CRM is responsible for being the expert in Teradata’s renewal/sustainment strategy and works directly with the customer to negotiate standard and custom renewals including terms, SLAs and penalties. The CRM will align the renewal strategy with the Account Executive (AE), Customer Solution Architect (CSA) and wider account team to achieve optimal results.

A key responsibility of the CRM is completing and executing preventive actions on Cancellations and Erosions, leveraging early insights and collaborating with Field Technology Management, Services Delivery Management and Customer Services Management. The CRM will be responsible for the development, application and delivery of cancel and erosion save plans alongside the Customer Services Architect (CSA), with the aim to increase customer retention and revenue retention; in addition to the identification of upsell and cross sell.

What You’ll Do

As an integrated member of the GTM account team, this role is primarily responsible for retaining recurring revenue across Teradata’s business through exceptional renewal sales execution. This includes building and maintaining strong partnerships with both internal and customer stakeholders.

Renewal Scope Areas Include:

• Basic understanding of the components that make up a renewal in order to articulate the e2e solution.
• Understanding of sales process including managing account relationships and customer interaction.
• Renewals includes any revenue in Teradata that has been previously sold and should be retained through repeat contracting on a scheduled basis, including Term, Cloud, Maintenance and SWUR.
• Turn-key Renewals: CRM will own the oversight of the renewal process, managing customer engagement supported by the process from the back-office teams.
• Upsell/Cross-Sell/New-Sell: In certain circumstances the CRM will own the sales cycle for the generation of new revenue. This will be part of the normal renewal lifecycle in accounts, where there is opportunity to expand the scope of the renewal to new business, like increasing a customer support Success Tier and Cloud services.
• Customer Presentations: Prepare and deliver customer presentations to align with business objectives and ensure common understanding of scope of work and renewal strategy. Renewal Contract documentation: Be responsible for overseeing or/and preparation & development of renewal contract/SOW as necessary.
• Technical knowledge of database systems, operating systems (desirable)

Account planning, selling and negotiating are core elements of success in this role. This role will focus on:

• Effective account planning and renewal preparation, leveraging the entire Teradata portfolio to protect and drive recurring revenue growth
• Renewing Teradata’s recurring revenue footprint with existing customers with on-time accuracy and oversight of all contract lifecycle management activities
• Creation and execution of Cancel and Erosion save plans, with the aim to increase customer retention and revenue retention.
• Maintaining forecast accuracy and participating in Sales Outlook cadence calls
• Participate in quarterly services delivery and operational excellence reviews
• Capable of understanding Teradata analytic technology, to find the customer value and competitive position that drives price in opportunities for customer use of Teradata products and services
• Creative thinker able to come up with alternatives that increase offer effectiveness and protect current and future price realization
• Ability to work closely with sales and sales management, and draw on other company resources
• The ability to professionally discuss business issues with management and offer advice and alternatives
• Ability to review and interpret complex contract/customer agreement detail

It will be vital for the CRM to build strong relationships and drive collaboration with other functions in the business.

What Makes You a Qualified Candidate:

• BSc/BA degree or equivalent
• Minimum of 5 years related work experience

What You Bring:

• Demonstrated sales success managing account relationships and developing new account opportunities
• Ability to work with multiple Customers at the same time including capturing each engagement’s discussions, notes, follow-up, issues, etc.
• Ability to work successfully at the intersection of business, technology and services and translate/communicate across both
• Presence: enthusiastic and high energy, but also poised, confident and extremely professional
• Innovative and assertive, with the ability to pick up new technologies and assess situations quickly
• Fluent in the following tools:
• Salesforce, Excel, PowerPoint, SharePoint, ERP, Install Base and Contract Lifecycle Management solutions
• Advanced interpersonal, listening and communication skills, including presentation and facilitation skills, and a track record of effectively communicating with and influencing at all levels
• Must possess excellent verbal and written communication skills.
• Proven project and time management skills with ability to thrive in a fast-paced, team environment and handle multiple tasks simultaneously.
• Demonstrate personal and professional values consistent with Teradata’s values.
• Be highly collaborative, transparent, organised, detail oriented and a stickler for accuracy

Why We Think You’ll Love Teradata

We prioritize a people-first culture because we know our people are at the very heart of our success. We embrace a flexible work model because we trust our people to make decisions about how, when, and where they work. We focus on well-being because we care about our people and their ability to thrive both personally and professionally. We are an anti-racist company because our dedication to Diversity, Equity, and Inclusion is more than a statement. It is a deep commitment to doing the work to foster an equitable environment that celebrates people for all of who they are.

Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.