Job Purpose
Tungsten Automation Corporation software enables organizations to Work Like Tomorrow™—today. Reporting to the SVP, Professional Services, the SAE Churn Prevention drives the renewal of our maintenance, subscription, and SaaS contracts across the designated region, with influence on global retention outcomes. Works with teams to develop and implement renewal policies, procedures and customer-facing activities. Partners with Maintenance Directors and Managers to ensure professional and courteous maintenance delivery for our customers. Works with executive-level management to develop renewal plans, targets, and quotas, and influences resource prioritization to maximize retention outcomes.
Key Responsibilities
- Lead renewal efforts across the designated region, with impact on global retention outcomes.
- Own strategic maintenance, SaaS, and subscription renewal bookings and revenue while increasing Gross Rate of Retention (GRR).
- Deploy Specialized Renewal "SWAT" Teams: Coordinate proactive system health checks, configuration tune-ups, and process optimization for accounts with upcoming renewals to ensure platforms run at peak efficiency before contract discussions.
- Manage Executive Sponsorship Programs: Pair internal senior leaders with executive counterparts at strategic accounts to elevate relationships, unblock escalations, and align long-term business goals.
- Conduct Value Realization Reviews: Shift from reactive support to proactive value realization by explicitly measuring client performance against original business success criteria during Quarterly Business Reviews.
- Leverage Customer Success Telemetry: Monitor real-time user behavior, system performance, and support ticket trends to intervene proactively before customers consider leaving.
- Drive Continuous Enablement and Training: Mitigate the impact of client staff turnover by ensuring the delivery of on-demand certifications, updated documentation, and "train-the-trainer" sessions to sustain product adoption.
- Be a strategic and operational leader.
- Develop and champion key processes for renewals teams, monthly reporting, and annual planning.
- Drive renewals process to increase on-time and overall renewal rates across all Tungsten Automation Corporation lines of business.
- Coordinate with other departments and serve as a liaison with sales, finance, order administration and order fulfillment.
- Participate in various operational and leadership meetings representing Global Renewals.
- Schedule and conduct conference calls with customers as needed.
- Execute strategic and tactical business plans.
- Ensure renewal efforts align with company strategic goals.
- Provide leadership on key internal projects and initiatives to support a continually improving, changing and rapidly growing business.
- Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.
Required Experience
Qualifications
- Bachelor’s degree in related field.
- Minimum 10 years of experience in enterprise level technical support, renewals, customer success and/or account management.
- Minimum 5 years of experience managing maintenance renewals.
- Requires an in-depth knowledge of the function, business strategies and Tungsten Automation Corporation’s goals and objectives.
- Ability to respond to and satisfy both external and internal customer needs.
- Proven ability to influence, inspire, and align cross-functional stakeholders without direct authority.
- A strategic operator, capable of navigating short-cycle, complex decision-making situations.
- Excellent oral and written communication and presentation skills.
- Proven track record of meeting or exceeding business objectives.
- Sound strategic thinking abilities; able to see broader implications; judges particular events in the context of the whole.
- A commitment to consistently exceed the customer's expectations.
- The ability to be proactive, take initiative, be accountable, and possess a strong propensity towards change and process improvement.
- Proven experience collaborating across local and remote teams positioned globally.
- Availability to travel, as needed.
- Skills in prompting AI systems and assessing output quality
- Ability to leverage AI to ideate, develop and scale to the needs of the department
Tungsten Automation Corporation is an Equal Opportunity Employer M/F/Disability/Vets
