Senior Renewals Operations Manager

Hybrid (works from home and New Relic office throughout the week), Office (works primarily in a New Relic office)

Your opportunity

New Relic is looking for an experienced field operations manager to play a strategic and operational role in analyzing our Renewals business, recognizing trends and developing robust insight to drive Renewals productivity. This role requires a candidate who is highly analytical with the ability to synthesize data and make sound business recommendations to the executive staff.

As a valued member of our GTM (Go-to-Market) strategy and operations team, you will be instrumental in refining and executing our Renewals business strategy. Collaborating closely with the Head of Global Renewals and sales leadership teams, you will establish robust processes and effective communications channels to ensure accurate forecasting and continuous improvement of our Renewals business. Your contributions will be pivotal in shaping the strategy and streamlining processes for our rapidly expanding team.

We are seeking an individual who thrives in an organized environment and excels in both long-term project management and handling daily tasks with agility. This role demands active collaboration across various teams to support overarching GTM objectives. Your passion for numbers is matched by a deep understanding of the broader business landscape. With a keen grasp of customer dynamics, sales lifecycles, and renewal patterns, you are dedicated to devising solutions that align with the business's objectives and customer needs.

This role offers an opportunity to impact our long-term strategy and overall success in GTM. We are also a "Best Place to Work" winner; so if you are ready to do your best work and have fun at the same time, click the link below

What you'll do

• Drive impactful process improvements and renewals strategy through the initiation of ideas, cross-functional alignment, and execution of change management.
• Manage the weekly, monthly & quarterly cadence of the renewals team activities including QBRs, forecasting, planning, and opportunity management.
• Leverages historical trends, pipeline coverage data, and deal-specific knowledge to guide sales and renewals leaders during forecasting.
• Manage reporting packages for renewals team effectiveness and productivity. Conduct metrics reviews with sales management.
• Analyzes health data to understand potential downgrade risks and works with cross-functional teams to identify and operationalize new methods to drive risk mitigation strategies.
• Communicate key process information, deadlines, task definition, etc.
• Lead projects and initiatives focused on improving productivity and simplifying processes throughout the Renewals organization
• Represents the Renewals business requirements in key cross-departmental projects and initiatives.
• Strategize and enable the development of processes, policies and procedures. Works with peers to create global standards.
• Works to ensure Renewals objectives are assigned and completely accurately and in a timely fashion. Monitors the assigned sales organization's compliance with required standards for maintaining CRM data.

• 8+ years relevant work experience preferably with a professional IT services company or SaaS software provider in Customer Success, Operations, Professional Services, or other customer-facing groups
• 5+ years of sales ops or other operational roles, with experience in project management and change management.
• Strong problem-solving and troubleshooting skills with the ability to exercise mature judgment
• Candidates must be able to quickly and effectively leverage data from multiple data sources, connect it in excel / Google Sheets, and work with very large data sets to analyze trends.
• You will need to build a repeatable analysis that can be easily understood by others and leveraged in operational settings and have extreme comfort with relatively complex Excel models.
• The ability to bring alignment, negotiate, influence, and drive projects to completion
• Excellent interpersonal skills to build positive working relationships across management and field teams
• Demonstrated communication and presentation skills with the ability to communicate effectively to C-level executives and field teams in both one-on-one and group settings. This would also involve structuring and producing executive presentations PowerPoint/google slides with limited support data/analytics.
• Strong ability to align business strategy with business process. Experience driving initiatives to refine and improve business processes.
• Exposure to consumption business models
• Ability to learn and adapt quickly in a high-growth, dynamic environment
• Technical: Salesforce, Excel, Tableau and familiarity with SQL
• Bachelor's Degree or equivalent

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics' different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We're looking for people who feel connected to our mission and values, not just candidates who check off all the boxes.

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

New Relic currently has offices in Germany, Ireland, Spain, and the United Kingdom, and based on business needs may approve work in Belgium, France, Italy, The Netherlands, Switzerland, UAE, and other locations throughout the region. Some of our opportunities are limited to specific hiring locations. Talk with your recruiter about your goals.

Our hiring process

Please note that visa sponsorship is not available for this position.

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers' means that a criminal background check is required to join New Relic.

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New Relic is proud to be an equal opportunity employer. We foster a diverse, equitable, and inclusive environment, free from all types of discrimination, so our Relics can thrive. We hire people with different backgrounds, experiences, abilities and perspectives.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

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