Renewal Manager Smb Americas

## About the Role As an Ashby Contract Manager for Startup accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers who are up to 100 employees. You will manage annual customer renewals, month-to-month customer subscriptions, contract questions, and will collaborate closely with a number of internal teams across Ashby's largest customer segment. As a trusted guide to quickly growing and steady-state startups, you will need to secure early customer loyalty, guide non-recruiting personas through the renewal process, and provide hands-on assistance to customers. Attention to detail on a high volume of accounts will be essential, with an agile approach to secure continuing customers swiftly and solve for these smaller businesses creatively. With a focus on helping small startups begin to meaningfully grow their businesses, you will identify opportunities to support these businesses and identify high growth accounts. Your work as a Contract Manager directly impacts our broader business goals, with Ashby's Operating Principles woven into our processes. This position requires expertise in core contract management competencies: - Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render - Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer's needs - Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle - Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance - Understanding contract terminology and how to communicate these terms to customers ## Responsibilities - Work closely with our customers to ensure they receive maximum value from our offerings, ultimately contributing to customer retention and satisfaction. - Work in partnership with Sales and Customer Success to ensure that the right resources are engaged to maximize customer growth, driving expansion and renewal. - Have rich product knowledge to ensure you're well-positioned for customer conversations (e.g. should tech stack pricing efficiency surface in a renewal, you are comfortable communicating our differentiators). ## Requirements Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships. You could be a great fit if: - You enjoy finding creative solutions for complex situations – this in turn will allow you to successfully solve for both the customer and Ashby - You are solutions-oriented – there is a solution to every problem or challenge we may face in Contracts - You are detail-oriented – we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role - You are adaptable – you are able to be continuously learning and applying these learnings to your daily work - You excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals - You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role) - You delight in having autonomy over your schedule — there is a high level of accountability at Ashby, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time - You display empathy in situations that require it – you understand where our customers are coming from and strive to find a solution accordingly - You value transparency – there is clarity and honesty in every step of the renewal process, and within Ashby as a company You might not be a great fit if: - You avoid taking ownership, and prefer to hand off various tasks - Dynamic situations make you uncomfortable - You find pricing conversations and negotiations demanding and taxing - You do not enjoy admin work and prefer to be in face-to-face meetings all day - You find it challenging to devise creative solutions for complex situations, which may hinder your ability to effectively address the needs of both the customer and Ashby. - You prefer to work independently and not collaboratively - You prefer a rigid schedule with limited autonomy, as you find accountability challenging - You have difficulty working remotely full time ## About the Company Our Culture Our co-founders have written authentic pieces about Ashby's communication and operating principles. As a company, we hire fewer, stronger people and provide them with clear ownership over a specific scope of work.