Renewals Operations Manager - WalkMe

Job Title: Renewals Operations Manager
Job Location: Raleigh
Job Listing URL: https://jobs.lever.co/walkme/982fc740-5c1a-4fe0-9396-25a5d583599d
Job Description: WalkMe pioneered the Digital Adoption Platform (DAP) to transform how people learn, use and support digital technology. By seamlessly overlaying the User Interfaces of enterprise, mobile and web applications, WalkMe guides users through any digital workflow, across one or more applications, with an intuitive and aptly-automated experience that is tailored for each individual and appears only when and where needed. As an enhancement to any application’s UI, like a GPS it navigates users through complex and ever evolving processes and policies for better experiences and behavior. The outcome is improved process compliance, efficiency and application ROI.

WalkMe is looking for an Operations Manager to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization. Reporting to the Sr. Director of this team, you'll promote operational integrity in the business and will be a forerunner in identifying trends, challenges, and opportunities. You will help guide our decisions with data-driven analysis and thoughtful recommendations. You'll work with a diverse cast in our Ops organization to help guide the growth and performance of the Renewals team.
What You'll Own
Global renewal forecasting and retention processes
Analytics; data analysis and reporting for senior leadership
RM Dashboard reporting and maintenance
Building predictive models on renewals and churn based on correlated data
CS Compensation design, planning and reporting
Capacity Planning, coverage, and resource allocation
CS and RM Department and individual performance KPIs & OKRs
Renewals Business process & policy development
Renewals Methodology enablement & process workflow documentation
Customer success workflow management; customer health, risk management, and trending modeling to foster renewal and expansion
What You Need To Succeed
Must Have: Experience incorporating customer health insight into early churn warning. Knowledge of best practices in forecasting and ARR retention.
5+ years of experience working in Sales operations / CS Operations with a focus in retention and/or renewals.
Quantitative analysis and data modeling experience within google sheets/Excel.
Advanced Salesforce knowledge is required; lightning experience preferred. Experience exporting/importing data at scale required.
Experience working with Tableau, Anaplan, working with Deal Desk (order management), contracts and finance teams.
Self-starter with the ability to take ownership while navigating in an ever-shifting environment.
We are an AI first company.. If you can dream it, we can help you achieve it with the right AI toolset and priorities.
What Sets Us Apart
At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
We value collaboration and understand the importance of a healthy work-life balance . To support, we offer:
Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!