Renewals Manager

Company: Nitrogen
Location: Sacramento
Posted on: November 19, 2023

Job Description:

*REMOTE OPPORTUNITY* - Pacific, Mountain, Central or Eastern Time Zones Welcomed

WHAT WE DO

We are on a mission to empower the world to invest fearlessly.

Nitrogen is the growth platform for wealth management firms. We help our customers grow their business by providing a personalized client experience while increasing firmwide efficiency. We believe that people should have access to objective and easy-to-understand information as it relates to investing and their own financial futures. The wealth management firms we partner with do exactly that.

WHAT WE ARE ALL ABOUT

Nitrogen is defined by growth. We are a fast-paced, ever-evolving team that loves being at the forefront of technological innovation in the investing space. The work we do takes creative problem solving and a can-do attitude. Every member of our team is a critical player who takes accountability for their work and stewards it with excellence. As a company, we value each other by creating space for everyone to be heard and well supported. We achieve this goal through weekly team meetings, one-on-one managerial investment in each employee, and thorough feedback processes. We strive to create an atmosphere that is based on respect and communication, while also fostering an engaging and lively work environment. From all-staff meetings, to team build events, to department-wide retreats, we give everyone a seat at the table to contribute their best work and have fun along the way. We are highly collaborative, thoroughly engaged, and completely committed to bringing our best day-in and day-out. From the customers we support, to the careers we foster, we infuse growth and advancement into everything we touch.

Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.

WHAT YOU'LL BE WORKING ON

We empower our customers to grow their businesses by enabling product adoption, advocating internally for their strategic needs, and ensuring their desire to renew their contracts and expand their usage over time.

The Renewals Manager (RM) is accountable for the net revenue retention of an assigned book of business.

Responsibilities

1. Within the Advisor Direct segment, the RM is responsible for engaging with customers during the Onboarding and Adoption phases of the Customer Journey that result in:

a. an improvement to the customer health metric (Health Score, NPS score, etc.)

b. Customer's decision to: renew at the end of their term, expand their partnership (purchase additional licenses or products), and refer others

2. Facilitate sales calls with existing customers using a value-based sales methodology, defined call structure, and the Renewals Manager Playbook.

3. Follow established operational processes related to contract amendments, including but not limited to upsells, upgrades, renewals, and cancellations.

4. Identify and prioritize opportunities for account growth & see them through to completion - for example: sending upsell leads to sales; reaching out to existing customers who would benefit from additional feature access and closing upgrade deals, securing referrals from existing customers.

5. Participate in driving the ideation and execution of the Advisor Direct Engagement Strategy.

6. Engage key contacts through Marketing Campaigns in order to increase engagement, product adoption, and growth opportunities.

7. Maintain adequate data in Salesforce related to Accounts, Contacts, Contact Information (i.e. emails, phone numbers), and Users.

8. Participate in team and cross-functional meetings, including product training and all-company standups (Pulse). If you live within an hour of our Pulse Day meet ups and are scheduled to work that day, you are expected to attend the Pulse Day event in-person. We book facilities for our Pulse Day meet ups for employees to spend the day working with their teammates. Pulse Day's occur approximately every 6 weeks.

9. Establish a cadence of activities that support a "one to many" strategy with the book of business in this segment:

a. Engage with Advisors and challenge them to become proficient with our product

b. Recommend available training opportunities such as Boot Camp, Summit, and Essentials Labs. Partner with our Advisor Success team to enable our customers to be successful with our product.

c. Discover growth opportunities with existing customers and pass qualified leads to the sales team.

d. In partnership with cross-functional teams and leaders, establish content for and execute Advisor Direct engagement activities i.e. webinars, "office hours"

10. Participate in Call Reviews with leadership and peers for continuous improvement

11. Complete accurate and timely reporting - i.e. Weekly Performance Metric Tracking

12. Share customers' product enhancement requests and feedback

13. Assign and communicate priority to customer escalations. Follow SOPs for proposing solutions and delighting the customer.

14. Strive to achieve the customer retention goals established by leadership:

a. Process all renewal rate increases associated with customers in your book of business - provide customers with notice prior to the deadline in accordance with our Terms of Service

b. Follow established protocols and get creative / bring your own ideas to the table to save / winback customers who have requested to cancel (i.e. booking and executing customer calls, adding customers to Marketo Campaigns based on their scenarios, etc.).

c. Inform your manager if you are behind on your goals so that you can develop a plan together to get back on track

Requirements

• MUST HAVE Minimum 2 years experience at technology company with a SaaS subscription model in sales or customer support capacity
• MUST HAVE 2 years experience in customer-facing role in technology
• MUST HAVE 1 year using Salesforce on a daily basis as part of your core role
• College degree or equivalent work experience
  Key Competencies
  
  • Adept at building quick rapport and acting as a "trusted partner" with customers
  • Effective written and verbal communication. Able to communicate complex information in a simple, clear, concise, professional, and friendly manner.
  • Coachable - Willing to accept feedback and continuously improve.
  • Adaptable - Work well in a fast-paced and changing environment, but contribute to the team and organization efforts to improve efficiency and effectiveness.
  • Follow through with your commitments and responsibilities, and if you're blocked from doing so, communicate that to leadership.
  • Must be able to see both the details and the bigger picture - identify when problems are repetitive or have patterns and escalate where appropriate.
  • Able to effectively prioritize and own various types of responsibilities and scenarios from start to finish.
  • Be a team player. We are all working toward a common goal and can only be successful if we work together, share our insights and ideas, and provide each other with feedback.
  • Be creative and thoughtful about your approach to the path to success! We are relying on you and your experience, intelligence, and creativity to improve customer engagement and achieve success.
  • Speak the language of our core audience: Advisors, broker-dealers, corporate RIAs, custodians, clearing firms, asset managers, and compliance departments.
    
    As an employer, we are committed to providing competitive compensation in alignment with the value, experience, and skillset our employees bring to their role. The expected total compensation range for this position is $60k - $80k.
    
    Lesser experience may result in lower compensation and greater experience may result in greater compensation than the stated range.
    
    Benefits
    
    Financial Benefits & Perks
    
    • 4% 401(k) Match. Our employees invest so much in our company and we love getting to invest in them. The company will match your contributions dollar-for-dollar, up to 4% of your total annual compensation.
    • Free Financial Planning Services. By working at a financial technology company, you get the benefit of fantastic financial advice. This is offered to all employees wanting expert guidance on how to handle their money.
      Health & Family
      
      • Medical, Dental & Vision insurance plans. We want to help keep you (and your family) healthy! Comprehensive health insurance options for you & your family.
      • Health Savings Accounts (HSA) or Flexible Spending Accounts (FSA) available depending on chosen medical plan. We know that investment risk isn't a one-size-fits all and neither are your health savings options!
      • Generous maternity & paternity leave for either the birth or adoption of a child. Mom's & Dad's need time with their new family members!
      • Discounted pet insurance available. Pets are family too!!
        Time Away & Culture
        
        • 3 weeks vacation & 1 week sick time per year.Take the time you need for fun or simply time to recover from not feeling well.
        • 11 paid company holidays per year. Enjoy your time off; you deserve it!
        • Remote & in-person team building activities help our employees stay connected and engaged. We absolutely love to hype our people up!
        • Company wide meetings held by our CEO benefit all employees by keeping everyone in the loop. We are one team, and we tackle projects together.
        • Employee development is our priority. From leadership training, to mentorship, to industry resources, we care about progressing you in your career.
          WANT TO KNOW MORE?
          
          While you can learn a lot from a job description, you may have more questions, and that's totally okay! We encourage all individuals interested in working at Nitrogen to learn more about us by checking us out on our website and social media platforms:

Keywords: Nitrogen, Sacramento , Renewals Manager, Executive , Sacramento, California