Governance & Risk Lead at Chain IQ responsible for S2C and P2P service delivery excellence. Collaborating closely with internal teams to manage risks and ensure quality compliance.
About the role
- Scaled Renewals Manager at Mixpanel managing North American customer renewals and driving Net Revenue Retention. Responsible for account health, commercial outcomes, and collaboration with internal teams.
Responsibilities
- Manage the renewal process for your book of business to ensure retention targets are met or exceeded.
- Manage a high-volume portfolio of customers across North America, ensuring successful commercial outcomes in their specific time zones.
- Proactively identify opportunities to cross-sell and up-sell by understanding customer goals and positioning relevant features or add-ons.
- Qualify complex or high-value expansion opportunities and collaborate with the Account Management team to facilitate the right level of engagement.
- Monitor account health metrics to identify risks early. Engage with customers to resolve commercial inquiries and ensure a smooth path to renewal.
- Conduct discovery calls to reinforce the product's value and ROI, helping to prevent churn and secure long-term commitment.
- Manage the negotiation process for renewals, addressing customer objections, and ensuring commercial terms align with company standards.
- Act as a bridge between the customer and internal teams (such as Support, Billing, and Product) to resolve inquiries and improve the customer experience.
- Share trends, customer feedback, and insights with the broader team to help refine our customer engagement strategies.
- Maintain accurate data in our CRM (Salesforce) to ensure reliable forecasting for renewals and expansion opportunities.
Requirements
- 4+ years of experience in Account Management, Renewals, Inside Sales, or a commercial CSM role.
- Must be willing and able to work North American business hours (Night shift).
- Proven experience managing a book of business, hitting quotas, and closing deals.
- Comfort with learning new software quickly.
- Demonstrated ability to integrate AI tools and methods into daily work to drive efficiency, research accounts, or streamline communication.
- Exceptional verbal and written English communication skills.
- A self-starter who can prioritize effectively in a fast-paced environment and identify quick wins.
Benefits
- Comprehensive Medical, Vision, and Dental Care
- Mental Wellness Benefit
- Generous Vacation Policy & Additional Company Holidays
- Enhanced Parental Leave
- Volunteer Time Off
- Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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