Renewal (CS) PDP

This page contains the different roles within the Renewal (CS) path. Choose the relevant role you want to learn about. You can also enter the “Professional Path” to access the relevant skills and resources (coming soon!). đź”™

Renewal Team
High Touch CSM
Scale CSM

Choose the roles

Associate Renewal Manager
Renewal Manager
Senior Renewal Manager
IC Path
N/A
Management Path
N/A

Choose the competencies

All
Ownership and autonomy
Impact and efficiency
Communication
Sales renewal skills and CX
Renewal targets

Associate Renewal Manager

Professional Path
Ownership and autonomy

The role requires the ability to independently run the renewal process for the entire bob. Highly aligned with the company’s culture and practices it day-to-day. Takes full ownership and accountability for all aspects of their work.

Behaviors

  • Prioritizes accounts based on relevant data (ARR, Health, Effort- Conducts consistent outreach with customers following the Renewal Strategy (phone, email campaigns, short sales cycle)
  • Has a firm grasp of what channels to seek guidance on more difficult customer circumstances (manager, relevant “ask” channel, monday board, etc.)
  • Keeps Renewal opportunities up to date and organized, ensures accurate forecast and next steps updated
  • Is hands on in high volume accounts
  • Is looking for quick wins and delegate responsibilities to the relevant Stakeholders (i.e., CX – Wire to CC process, Finance)
Impact and efficiency

The Renewal manager will be focusing on making the greatest impact externally and internally. We strive to improve our flows on a day-to-day bases and make sure we work efficiently.

Behaviors

  • Actively educates the team on lessons learned from driving key engagements and complex renewal deals
  • Contributor for new process development (ideation and execution)
  • Identifies process gaps & patterns to improve processes and results
  • Drives behavior to identify the root cause of a specific issue
Communication

Refers to internal & external communication. Communicates with a positive approach, clear and within 1-2 business days. Internal – Sales, Finance, Partnerships and CS & External – customers.

Behaviors

  • Is responsive and clear with external & internal communication when asking or responding to questions (including monday, slack, email- 1 BD
  • Clearly sets expectations with customers towards renewal terms, limits (until renewed/blocked)
  • Prevents Ping Pongs on monday/SF /Slack that can lead to delays on performance and seeks to set a call or solve the challenge on personal Slack- call
Sales renewal skills and CX

Creates a positive experience for customers within the renewal process and keeps a mindset of “do good”. Maximizes Renewal Potential with upsell opportunities while mitigating risk and seeks On Time Renewals.

Behaviors

  • Creates a positive experience for customers within renewal process
  • Understands the main POC for Renewals and create relationship with them
  • Retention and risk management: identify accounts at risk and help customers find their value independently with monday via self-learning tools or support
  • Negotiates T&Cs with customers that we believe we have growth potential with. Involve CS if the account is applicable to CS conditions.
  • Ability to show value in response to prospect pain/use case
  • Reaches target within NPS score
  • Aims to grow the existing NDR
Renewal targets

Quantitative and qualitative criteria as follows.

Behaviors

  • On time Renewals Individual and pods (not including upsell and churns)
  • Reflects efforts in SF made via activities (calls, email and Zoom Calls) to achieve your goal

Renewal Manager

Professional Path
Ownership and autonomy

The role requires the ability to independently run the renewal process for the entire bob. Highly aligned with the company’s culture and practices it day-to-day. Takes full ownership and accountability for all aspects of their work.

Behaviors

  • In depth view on opportunities, Accounts information, syncs with AMs/Partners, Google etc.
  • Conducts relevant sessions with customers to understand customer goals/doubts towards current & next renewal period (at least 30% zoom calls of BOB (2-3 zooms a week)
  • Reviews renewal reporting and dashboards on a regular basis and has a clear understanding of how to find required information
Impact and efficiency

The Renewal manager will be focusing on making the greatest impact externally and internally. We strive to improve our flows on a day-to-day bases and make sure we work efficiently.

Behaviors

  • Collaborating with other departments to drive impact (product enhancements)
  • Successfully ramped new hires
  • Participates in one of the internal guilds (Enablement, Product, etc.) that further the advancement of the Renewal & CS org
  • Participates in formal coaching/mentoring programs with new hires
  • Participates in buddy program
Communication

Refers to internal & external communication. Communicates with a positive approach, clear and within 1-2 business days. Internal – Sales, Finance, Partnerships and CS & External – customers.

Behaviors

  • Clear communication with cross department teams and expectation settings towards timeline of renewal, renewal status- upgrade, downgrade, renewal, churn & RR
  • Creates relationship and relevant communication channels with Internal cross department teams to improve collaboration and teamwork (Sales, Finance, CS) understand how to best communicate with them to achieve mutual goals
  • Is attentive and responsive in Team Meetings with open camera
  • Escalates any communication issue with other teams that he/she was not able to resolve
Sales renewal skills and CX

Creates a positive experience for customers within the renewal process and keeps a mindset of “do good”. Maximizes Renewal Potential with upsell opportunities while mitigating risk and seeks On Time Renewals.

Behaviors

  • Sets expectations with customers in regards future commercial terms in order to prepare the ground for next year’s renewal growth
  • Pitch new products/PS or upsell plans for qualified customers
  • Qualify growth opportunities (upsell and added seats) and collaborate with Sales to finalize and close contracts
  • Has the understanding of the verticals and segmentations within the pod structure including regional differences, patterns, risks and industries
  • Add 5%-10% growth or be able to proof risk mitigation with similar value.
  •  
Renewal targets

Quantitative and qualitative criteria as follows.

Behaviors

  • Adds 5%-10% growth or be able to proof risk mitigation with similar value

Senior Renewal Manager

Professional Path
Ownership and autonomy

The role requires the ability to independently run the renewal process for the entire bob. Highly aligned with the company’s culture and practices it day-to-day. Takes full ownership and accountability for all aspects of their work.

Behaviors

  • Strategically coordinates account research and outreach to consistently schedule strategic touch-points with higher volume accounts at the right time during the customer lifecycle
  • Proactively identifies accounts as an “at-risk”, growth opportunity, potential use case, etc. and independently takes the correct next steps prior renewal period and involves relevant internal parties to engage
  • More independently manages difficult customer scenarios
  • Successfully identifies and catalogs champions with accounts and verifies correct touch points are documented in SF
  • Is well aware about any churn or downgrade reason, asks questions is curious to understand the customer’s gap
  • Made a significant effort to ensure risk mitigation (emails, calls, LinkedIn etc.)
  • Makes significant effort to hand over growth opportunities
Impact and efficiency

The Renewal manager will be focusing on making the greatest impact externally and internally. We strive to improve our flows on a day-to-day bases and make sure we work efficiently.

Behaviors

  • Participates in interviews as part of the hiring process
  • Leads initiatives with managerial level to improve renewals
  • Leads process improvements E2E with different teams
Communication

Refers to internal & external communication. Communicates with a positive approach, clear and within 1-2 business days. Internal – Sales, Finance, Partnerships and CS & External – customers.

Behaviors

  • Regularly participates in brainstorms, shares best practices and answers questions in Slack in order to upskill the knowledge and skills of the team
  • Identify areas that the Renewals team can contribute to, or benefit from by work being done by other teams
  • Shares valuable, actionable feedback during Peer Review sessions and team meetings
  • Is the “go-to” on the team for help on the renewal skills /product and tools we use
Sales renewal skills and CX

Creates a positive experience for customers within the renewal process and keeps a mindset of “do good”. Maximizes Renewal Potential with upsell opportunities while mitigating risk and seeks On Time Renewals.

Behaviors

  • Creates a strategic sales strategy for expansion within an account
  • Be able to identify within the renewal additional expansion opportunities for new products
  • Be able to present for targeted customers a renewal business review to show the value they get from monday
  • Identifies and gets ahead of objections. Deals are not being lost for reasons we did not know or identify as a risk and are documented and transparent in SF
  • Previous discounts that were given have a clear understanding of their justification and the growth potential YOY with customers
  • Is data driven, knows clearly the stats of the bob, risks targets & measurements (Looker & SF) are independent in creating the basic reports needed for success understands logic of the integration we use within our tools
Renewal targets

Quantitative and qualitative criteria as follows.

Behaviors

  • Significant impact on Renewal On time – be top performer (self-pattern and Pod)
  • Increase early renewals (20% of BOB TBD- Data)
  • Increase collaboration with sales to maximize significant growth opportunities- Proven amount of sales handovers that showed value and brought 10% of BOB increase in growth reflective in SF

N/A

Professional Path

The IC roles are not yet available. Stay tuned.

Ownership and autonomy
Impact and efficiency
Communication
Sales renewal skills and CX
Renewal targets

N/A

Professional Path

The managerial roles are not yet available. Stay tuned.

Ownership and autonomy
Impact and efficiency
Communication
Sales renewal skills and CX
Renewal targets