Job Description

This role will play a pivotal role in shaping and executing our global renewals strategy. Your primary objective will be to ensure clarity in strategy, organizational design, and operational execution, driving success for our Renewals team. Collaborating closely with cross-departmental leaders and teams, you will establish, build on, and iterate processes, automation, and communication frameworks to optimize our Renewals business and drive success for our customers and Zendesk.

Reporting to the VP of Global Renewals, this role will have key responsibilities including:

Strategic Oversight: Act as the global process owner for Renewals operations, ensuring alignment with corporate strategies and business objectives. Develop and execute operational plans that prioritize resource utilization and productivity.

Cross-Functional Collaboration: Represent the Renewals function to drive alignment with Customer Success, Sales, Sales Ops, RevOps, CI-WEM, and other key stakeholders. Ensure effective communication and implementation of global initiatives and programs.

Operational Excellence: Lead and support the Renewals team in achieving operational excellence. Conduct regular meetings with strategic business partners to address challenges, recommend solutions, and implement effective strategies.

Program Development and Oversight: Translate customer feedback into actionable program attributes that enhance customer outcomes. Identify and develop playbooks and methodologies to support Renewal Reps’ customer interactions to lead improved outcomes.

Process Improvement: Continuously evaluate current renewal processes to identify inefficiencies and areas for improvement. Define business requirements and implement standardized practices to enhance global operations.

Change Management: Drive change initiatives to ensure successful adoption of new processes and tools. Foster a culture of continuous improvement in performance, process, automation, and data accuracy.

Performance Management: Analyze key performance indicators (KPIs) such as tNPS and key ticketing metrics as it pertains to company-level KPIs such as renewal rates and GRR. Lead reporting reviews, leveraging historical trends data to guide Renewals leaders into areas of where performance management of their teams is needed.

Executive Communication: Build and deliver executive presentations as needed, providing critical insights to leadership based on data analysis and business acumen.

Qualifications:

• Proven experience in Renewals operations, strategy development, systems development environment, process improvement, or a related field, preferably in a SaaS environment.

• Strong analytical skills with the ability to extract insights from complex data sets.

• Excellent communication and interpersonal skills, with a track record of building relationships, engaging and influencing stakeholders, and partnering at all levels across departments, program management and execution, change management to drive organizational change.

• Ability to lead cross-functional projects and drive organizational alignment.

• Strong understanding of customer success metrics and best practices in renewals management.

• Strong technical aptitude, and affinity and understanding of or experience working with business systems

• Open, growth mindset with a high degree of self motivation, fostered in a face-paced, high growth, dynamic environment.

• Strategic thinker with a passion for operational excellence.

Preferred Qualifications:

• Experience as a leader with a focus on strategic planning and execution.

• Familiarity with CRM and data analytics tools.

• Knowledge of industry trends and best practices in Renewals and Customer Success.

Where We Work
Zendesk is not your average tech company. We have all the stuff you’d expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.