North Ridgeville, Ohio, United States
What I do: Lead: Mentor a team of 6 Renewal Managers to hit aggressive retention targets. Forecast: Provide weekly, high-stakes ARR reporting and analysis to executive leadership. Optimize: Partner cross-functionally to refine the renewal experience and internal Deal Desk workflows. Deliver: Consistently recognized for excellence, including the 2024 STAR Award and 2025 Manager of the Year. I am driven by the challenge of solving complex contract cycles and the reward of seeing a customer choose to grow with us year after year.
• Oversee a team of 6 Digital/Commercial Renewal Managers • Contract ARR’s (TCV) up to $72k with no cap on VAR contracts (scaled, comm., and enterprise) • Contribute to a below 8.5% churn rate • Weekly forecasting review with senior CS leaders with presentation to COO and other executives • Weekly 1:1 coaching • Weekly cross-functional meetings with Deal Desk, Business Operations, Deployment and CS Leadership for process review and improvement
Lead of Scaled Touch Renewals Tableau Churn Forecasting Customer Escalations Renewals Operations Functions Onboarding/Training
Areas of Focus: VAR renewals, Google Marketplace and Renewal Operations. Responsible for managing partner/end user relations in regards to renewing subscriptions, utilizing Tableau and Salesforce to report financials to leadership, maintaining/updating/creating training documents used cross functionally, auditing various SFDC reports to ensure accuracy and completeness for successful monthly/quarterly/yearly closes.
Lead in coordinating cross-functional teams, analyzing data to enhance processes, and implementing strategies that elevate customer satisfaction. Drive operational efficiency and delivering seamless interactions in dynamic customer-centric environments.
Oversaw 20+ projects across the Renewal Management Team and provided bi-weekly VP updates regarding process changes, updates to the Renewals Handbook, and documented new policies and procedures. Played a significant role in Lead to Cash Project, providing UAT testing, training, and enablement for renewal managers
Responsible for the reporting and presenting of high value ARR data to the CFO and SVP of Accounting. Led a team of nineteen Collections Specialists and three Accounts Receivable Specialists. Successfullycoached five contractors to full time employment.
Maintained high revenue by collecting timely payments on top tier (Bridge) high-dollar accounts across all verticals by managing relationships, regular correspondence and inquiries from customers, vendors, and internal departments.