Join us as we pursue our vision to build a more data resilient world. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we’re committed to our work, our customers, having fun and most importantly, to each other’s success. Learn more about Splunk careers and how you can become a part of our journey!
Role:
Would you like to play a key role in the success of our rapidly growing Software as a Service (SaaS) business? If so, Splunk is looking for an experienced, results-driven candidate with extraordinary leadership skills. This individual will lead a team driving a high-volume transactional workload, directly connected to predictable revenue outcomes, with exceptional attention to detail. Under this leadership we are building a team responsible for supporting Splunk’s APAC SaaS Renewals business - in a transformational environment.
The APAC Renewals Center of Excellence Manager is responsible for driving successful outcomes through process innovation and implementation, territory design, pipeline inspection and forecasting, and program management. These efforts will be focused on leading a team of renewals professionals responsible for quoting and booking license renewals of Splunk's industry-leading software as well as working in close partnership with Sales and Success Management teams to maximize retention, minimize churn risk, and drive growth at the renewal event.
As part of this role, you will enhance the scalability of the renewals business through ensuring your team is well equipped to drive efficient quoting, process enhancement, and strategic engagement with cross functional teams to drive positive outcomes for Splunk and our customers.
Responsibilities:
Lead a team of renewal professionals and ensure consistent outcomes against corporate objectives through effective process design, territory planning, team enablement and performance management.
Proactively identify, document, and enhance processes that extend renewal efficiency, effectiveness, accuracy, and insight generated from renewals performance while also maintaining exceptional customer experiences for internal and external customers
Provide dedicated support to our broader renewals business by ensuring your team can efficiently drive quote creation, customer outreach, deal level analysis, order processing, and booking.
- Work closely with Renewals Management to maintain an accurate forecast, capture status updates and proactively research/address data gaps.
- Keep current on Splunk’s pricing strategies, quoting systems, contracting tools, and subscription management tools to identify and mitigate risks to operational coverage and reporting.
- Work as part of the Renewal Sales Leadership team, manage a sales territory while meeting/exceeding renewal rate and driving efficiency and scale across the business
- Enable and monitor your team’s ability to prepare accurate renewal quotes a minimum of 90 days in advance of subscription expiration
- Drive team accountability to maintain accurate account, license, service contract, asset and maintenance entitlement records within salesforce.com
- Instill in your team an ability to proactively identify issues that may impact a renewal and escalate as necessary to ensure those risks are mitigated well in advance of renewal
- Resolve order issues with Customer Service and Order Management
- Track pending and lost renewals including reasons for cancellation
Collaborate with Partner Operations, Sales Operations, Partner Development and Order Management teams to ensure quotes and orders meet defined criteria for factors such as booking and revenue recognition (i.e. Proof of Sell Through, billing, etc)
Requirements:
Demonstrated experience successfully leading a team of renewal professionals responsible for a book of high volume, high velocity renewal transactions.
- You possess experience in selling, demand generation, or renewing enterprise software in a diverse customer base with a demonstrated ability to meet or exceed a sales quota for retention and/or growth
- Experience in a sales function that includes both direct customer interaction and working within a channel sales model
- Ability to build relationships both internally and externally
- Program management experience with demonstrated ability to drive innovation and scale: you instigate and welcome change that improves efficiency and business outcomes
- Excellent organizational skills with proven attention to detail paired with the ability to prioritize tasks, take initiative and drive successful outcomes for your team while adhering to deadlines
- Practical, current, hands-on knowledge of Enterprise Sales Infrastructure, such as Salesforce CRM/CPQ and Renewals Management/Recurring Revenue Management software (i.e. Gainsight or similar Customer Success Management platforms)
- Comprehensive understanding of SaaS and/or Enterprise Sales business model with understanding of customer lifecycle measures and revenue streams
- Ability to proactively design and improve processes while ensuring adoption across a highly matrixed organization
Excellent, executive level written and verbal communication skills - in the English Language - ability to compose effective and accurate correspondence cross-functionally with various internal and external parties.
Skills/Knowledge/Capabilities:
Minimum of three years experience leading renewals and/or customer experience teams
- Bachelor’s degree or equivalent work experience in technical sales/renewals
- Experience driving and implementing innovation to help drive efficiency and scale
- Ability to multi-task and track multiple issues
- Excellent customer service skills with an orientation towards helping customers
Strong desire and willingness to learn
We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.
