Contract Renewals Operating Manager

Date: Jun 29, 2019

Location: Santa Rosa, CA, US

Job ID: 34059

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Keysight is the world's leading electronic measurement company, helping scientists and engineers address their toughest technical challenges with confidence through innovations in wireless, modular, and software solutions. Our employees leverage their insight and passion to deliver measurement solutions in wireless communications, aerospace and defense, and semiconductor markets with world-class platforms, software and consistent measurement science.

This job will be part of the Services Solutions Group, which helps customers manage test instruments across the instruments' lifecycles - calibration, repair, technology refresh, asset management, consulting, training and product purchase alternatives. With service centers in over 30 countries, Services is a people intensive, local business.

The Services Solutions Group helps customers find new ways to maximize their asset usage, streamline their engineering operations, and achieve lower costs.

Job Description

The WW Keysight Customer Support and Experience organization plans and directs all aspects of the customer support strategy, operations, policies, objectives, and initiatives. 

As the Contract Renewals Manager, you will work closely with Sales, Customer Success, Finance, Pricing, and Legal to drive support renewals while maintaining accurate forecasts. You will own, drive, and lead the renewals process in collaboration with the sales teams to preserve and improve customer contracts and relationships. You will actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments. You will maintain and report an accurate rolling 90-day forecast of renewals in world-wide regions. You will negotiate and execute renewal contracts, as needed (in partnership with legal) that align to customer goals. You will discover and identify upsell/cross-sell opportunities on support renewal to maximize customer growth. You will communicate risk clearly and take the lead in developing resolution strategies, escalating wherever appropriate. You will serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including all products. You will set customers up for future success by educating customers on relevant new features and opportunities to grow with Keysight Technologies. This is a commission-based position, so you will be responsible for growing support sales and quota attainment.

Duties & Responsibilities

  • Drive renewals with the customer and lead a team of Keysight resources for all renewal activities from opportunity identification to negation to close
  • Lead the transition for customers to the new support model
  • Be the renewals owner for resolving complex customer issues and mitigating potential attrition during the contract term
  • Provide accurate 90-day rolling forecasts for assigned renewal region through accurate maintenance of renewal opportunities
  • Maintain renewal opportunities and associated data as needed to ensure accuracy
  • Manage renewal process implementation and improve customer renewal experience
  • Manage customer communication and interactions throughout the renewal process
  • Ensure renewal for key accounts by driving deployment and adoption
  • Build deep relationships with customer executives and partners to understand objectives and accelerate their path to value
  • Utilize data and insights to co-create the customer renewal sales strategy with the account team; play a key role in developing the integrated account plan and success plan
  • Conduct quarterly onsite visits with specific customers, partners, and account teams to ensure continued satisfaction
  • Analyze data and trends to identify growth opportunities

Job Qualifications

Essential Skills, Knowledge & Experience

  • Bachelor’s or Master’s Degree or equivalent and 5+ years of relevant experience in contract renewals
  • Experience as a first level manager
  • Exceptional leadership skills with ability to manage across regions and cultures; effective people leadership and team building skills
  • Strong operation experience and customer focus
  • Experience managing organization-wide change
  • Proven relationship management skills across different functional areas & business units, including ability to facilitate communication between organizations
  • Strong understanding of revenue recognition considerations required
  • Strong analytical background with proven problem-solving skills
  • Highly effective communication skills
  • Experience with Salesforce and Excel

Preferred Skills/ Knowledge / Experience

  • Excellent executive level communication and presentation skills
  • Sales experience
  • Strong process management skills and financial acumen with the ability to effectively develop and implement policies for forecasting, data quality, and accuracy
  • Balance prudence and sound judgment with intelligent risk-taking.
  • Model the highest standards of integrity, teamwork and very strong leadership.
  • Provide a proven track record of positive, can-do attitude.
  • Inspire a culture where innovation is an expectation.
  • Tackle problems of diverse technical and business scope where solutions require an out-of-box thinking.
  • Effectively communicate at many levels of the organization across various functions.

Job Function

Sales

      

     

Shift:

            

          

 

Day Job

            
            

Schedule:

            
            

Full Time (F)

            
            

Travel Required:

            
            

< 25%

            

 

Duration (Temp Positions Only):

Not Applicable 

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Privacy Statement 

***Keysight is an Equal Opportunity Employer.***

Keysight Technologies Inc. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other protected categories under all applicable laws.

 

Candidates can be considered to work from the following locations:

Americas : United States : California : Roseville || Americas : United States : California : San Diego || Americas : United States : California : Santa Clara || Americas : United States : California : Santa Rosa || Americas : United States : Colorado : Colorado Springs || Americas : United States : Colorado : Loveland || Americas : United States : New Jersey : Budd Lake || Americas : United States : New Mexico : Albuquerque || Americas : United States : Texas : Austin || Americas : United States : Virginia : Chantilly || EMEA : Germany : Baden-Württemberg : Boeblingen || EMEA : Spain : Andalusia : Malaga || EMEA : Spain : Catalonia : Barcelona || EMEA : United Kingdom : Berkshire : Winnersh || EMEA : United Kingdom : Corsham : Corsham || EMEA : United Kingdom : Hampshire : Fleet || EMEA : United Kingdom : Scotland : Edinburgh || EMEA : United Kingdom : Suffolk : Ipswich || EMEA : United Kingdom : West Midlands : Telford

Job ID : 34059 

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