Customer Renewal Manager (CRM)

Our CompanyAt Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise. POSITION TITLE: Customer Renewal Manager (CRM)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 a number of 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 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 Customer Success 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 Customer Success, 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: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. Full understanding of the components that make up a renewal in order to articulate the e2e solution. Turn-key Renewals: CRM will own the oversight of the renewal process, managing customer engagement supported by the process from the back-office teams. Complex Renewals: CRM will own full lifecycle of the renewal, once the initial quote has been developed by the support team, CRM will refine, discuss, negotiate and close the renewal directly and indirectly with the Customer and Account teams. Cloud, Maintenance and Success Services: CRM will own the full lifecycle of the renewal from quote to completion. CRM will refine, discuss, negotiate and close the renewal directly with the customerUpsell/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. Understand, position and sell Cloud aaS as part of new logo acquisition and existing accounts by using renewal events to drive Cloud sales alongside the account team. Who You'll Work With:Effective account planning and renewal preparation, leveraging the entire Teradata portfolio to protect and drive recurring revenue growthRenewing Teradata's recurring revenue footprint with existing customers with on-time accuracy and oversight of all contract lifecycle management activitiesCreation 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 callsParticipate in quarterly services delivery and operational excellence reviewsCapable 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 servicesCreative thinker able to come up with alternatives that increase offer effectiveness and protect current and future price realizationAbility to work closely with sales and sales management, and draw on other company resourcesThe ability to professionally discuss business issues with management and offer advice and alternativesAbility to review and interpret complex contract/customer agreement detailIt 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 equivalentMinimum of 5 years related work experienceDemonstrated sales success managing account relationships and developing new account opportunitiesAbility 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 bothPresence: enthusiastic and high energy, but also poised, confident and extremely professionalInnovative and assertive, with the ability to pick up new technologies and assess situations quicklyFluent in the following tools:Salesforce, Excel, PowerPoint, SharePoint, ERP, Install Base and Contract Lifecycle Management solutionsAdvanced interpersonal, listening and communication skills, including presentation and facilitation skills, and a track record of effectively communicating with and influencing at all levelsMust 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, organized, detail oriented and a stickler for accuracyWhy We Think You’ll Love TeradataWe 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.