Manager, Renewals Specialist, EMEA

Job Title: Manager, Renewals Specialist, EMEA

Location: Lisbon, Portugal (on-site)

Contract: Full-time

About Us:

Cyncly's end-to-end software solutions connect designers, retailers, manufacturers, contractors, and consumers to make spaces amazing. With the world's largest repository of product content, we equip customers with the tools to transform vision into reality. From inspiration to installation, Cyncly transforms how spaces are imagined, designed, sold, managed, and made.

Cyncly's brands are Compusoft, 2020, 3CAD, Access IT (contract ERP), FeneTech, First Degree Systems, Focco, GO-2B, M3B, Promob, Soft Tech, RFMS and Virtual Worlds.

About the Role

This position will report to the Director, Global Renewals, and be a part of the team responsible for maximizing the renewal rates of subscription customers in EMEA. This role will require cross-functional engagement across multiple teams within Cyncly.

The successful candidate needs to have experience and demonstrate the following:

• A successful track record in leading teams, in either an Account Management or Customer Success function.
• Experience in coaching and leading a high performing team.
• Ability to increase customer satisfaction and own renewals for the EMEA region.
• Experience in managing customer escalations.
• History of delivering tangible business results to the customer.
• Creating and fostering an environment focused on efficiency, continuous improvement, growth, and innovation.
• Responsible for overseeing the efficient execution of churn and dunning processes.
• Experience with CRMs and processes that require cross-functional collaboration.

Core Responsibilities include:

• Owning and driving improvements to the renewal rate of EMEA customers.
• Ensuring that the EMEA Renewals Specialist team is interacting with customers before and after their renewal date to secure their renewal.
• Ensuring that churn and dunning processes are operating effectively and accurately.
• Identifying upsell / cross-sell opportunities for the EMEA SB Sales team.
• Ensuring that Renewals Specialist, EMEA are maintaining CRM data integrity by recording and updating all opportunities and touch points.
• Addressing and resolving EMEA customer escalations.
• Working with cross-functional teams to improve overall customer satisfaction.
• Conduct regular 1 on 1’s with Renewals Specialist, EMEA team members.

Key performance indicators include:

• Monthly renewal and dunning rates for EMEA customers.

Required experience and qualifications:

The Manager, Renewals Specialist, EMEA will need to have strong interpersonal skills, have prior experience in a lead role, be empathetic and have strong listening skills, be a team player, and a strong sense of ownership over their work.

• Bachelor’s degree preferred.
• 3+ years’ experience in a customer facing role (Customer Success or Account Management).
• Track record of hitting and exceeding renewal targets.
• Working knowledge of using CRM (Salesforce).
• Industry knowledge is preferred but not required.
• Candidates need to be fluent in English and French.

Working for us

At Cyncly, we’re a global family that collaborates with humility and respect for one another. With more than 2,300 employees around the world, we not only recognize our diverse perspectives, we champion our different outlooks and firmly believe it to be what makes us better together.

You can expect to work in a supportive and nurturing environment, with experts in their fields who strive for quality and excellence without compromising others. We also believe in a flexible and autonomous working environment, focused on the continual growth of our employees.

Diversity of experience and skills combined with passion is a key to innovation and brilliance, so we encourage applicants from all backgrounds to apply to our roles.

That’s who we are: A team that recognizes our strength is in working together to not only get things done, but also lead the industry with a bold approach that’s dedicated to making our customers better. Come join us.