Senior Manager, Revenue Operations optimizing systems and strategy for Jiko's market growth. Aligning departments and improving revenue generation through data and technology.
About the role
- Customer Renewals and Revenue Manager at VSN maximizing revenue retention through contract renewals and upselling opportunities. Work remotely from Spain with occasional office visits to Barcelona.
Responsibilities
- Run proactive renewal cadence at 120/90/60/30/14/7 days before contract expiry
- Maintain accurate renewal pipeline in CRM with clear next steps and probabilities
- Identify and escalate at-risk renewals early to Customer Success (MJ) and leadership
- Ensure 100% of upcoming renewals (90-day window) have active engagement and forecast status
- Coordinate with Customer Success to address adoption/satisfaction issues blocking renewals
- Build and send renewal quotes using CPQ system (pricing, terms, configurations)
- Apply price uplifts per policy (CPI adjustments, price book updates)
- Negotiate commercial terms: contract length (1-3 year), co-term scenarios, proration, multi-year discounts
- Manage approval workflows (pricing exceptions, legal T&Cs, finance sign-off)
- Drive contracts to signature using e-signature platform (Signaturit/DocuSign)
- Collect purchase orders and coordinate with Finance for invoicing
- Target: 70-85% of renewals closed ≥14 days before expiry
- Provide clear, timely communications throughout renewal process
- Address customer questions on pricing, terms, SLA coverage (8×5 vs 24×7, L1-L3 support tiers)
- Deliver low-friction renewal experience that reinforces customer value
- Conduct brief post-renewal check-ins to capture feedback
- Maintain CRM/CPQ hygiene: accurate renewal dates, amounts, terms, probabilities
- Document reason codes for all non-renewals (product fit, budget, competitor, service issues)
- Produce weekly renewal forecast with commit/risk/coverage analysis
- Generate dashboards on GRR, NRR, on-time renewal rate, uplift applied, churn analysis
- Identify trends in avoidable vs. unavoidable churn and recommend process improvements
- Collaborate with Head of Partnership on rolling 12-month revenue forecast
- Provide accurate renewal revenue projections with variance analysis
- Track renewal pipeline coverage and flag forecast risks
- Support quarterly business reviews with renewal metrics and trends
- Analyze customer contract data to identify expansion opportunities
- Create prioritized upsell target lists with revenue potential estimates
- Provide Customer Success Manager with data-backed upsell recommendations and talking points
- Conduct market research to identify potential partnership targets (resellers, OEM, system integrators)
- Provide Head of Partnership with quarterly reports on partnership opportunities with business case summaries
Requirements
- 2–5 years in Renewals, Inside Sales, Account Management, or Customer Success with quota and target ownership
- Hands‑on experience with Support/M&S contracts: SLAs, coverage tiers, notice periods, and auto‑renewal.
- Familiarity with on‑prem and subscription/SaaS models, proration, co‑term, true‑up, multi‑year
- Proficiency with CRM (Salesforce/HubSpot), CPQ (Salesforce CPQ/DealHub/Zuora CPQ), e‑signature (DocuSign/Adobe Sign)
- Strong negotiation, prioritization, and written communication skills
- A bachelor's degree in a related field is highly advantageous
- Analytical skills (Excel/Sheets: lookups, pivot tables; reading revenue reports)
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