Remote Renewals Representative II (Work from Home)

Job Description 

Are you looking to join a growing team in Customer Success & Renewals or to continue growing your career?

Zendesk is the world’s leading Customer Support Platform, and we are growing fast with a game-changing suite of products. We’re looking for individuals to focus on growing our large base of existing customers through managing their account renewals.

We’d like you to keep developing and will support you in a career to become a Renewals star of the future (for Zendesk hopefully) so we’ll give you everything you need to be successful, from state of the art technology through to detailed training on all things Zendesk and how to put the customer at the center of what you do, the Zendesk way.

You will:

Be a key member of the Global Renewals team, responsible for protecting, renewing & maximizing the company’s recurring revenue and help to drive customer engagement upon renewal.
Partner with Sales and Customer Success to execute our strategy for renewals and account expansion.
Responsible for leading and participating in account reviews, risk assessment and mitigation planning, as well as developing renewal strategies on an account level basis.
Responsible for leading negotiations, customer engagement and ensuring proper escalation happens, also work to orchestrate tight interlock between all internal teams when needed.

Drive renewals to on-time closure and accurately maintain a Q, Q+1 forecast of assigned renewal opportunities.
Own and be accountable for the management and forecasting activities for your book of business including managing the commercials and system processes needed to process and book subscriptions.
Be passionate about making customers succeed while being able to communicate and mitigate risk to resolution.
Build relations with some of Zendesk’s business Partners by way of meetings through the renewal period.

As a team, together!, we will need you to:

Use your exceptional powers of persuasion and negotiation to encourage our customers (at CXO level) to renew their contracts and retain access to our amazing products.
Have the sort of personality where you can just dust yourself off and move on to the next customer. Let’s be honest, some of these conversations won’t be easy. Don’t worry, we’ve got thousands of customers.
Be motivated to overachieve on daily, weekly & monthly targets.
Pick up and assist with some of the critical revenue-generating work that our Account Executives do, freeing up their time to go get more customers for you to renew.
Keep yourself up to speed with our products, and our competitors. We want your brains. Well not literally, but we want people whose creativity will thrive naturally in a Zen environment.
Be the face of our Brand and 100% focused to create a best-in-class customer experience.

You have:

Ideally have 2-3 years proven experience as a Renewal Manager, Customer Success or in a Commercial/Enterprise Sales role.
2 years + proven experience in Sales or Account Management with a focus on negotiating contracts.
Fluency in English.
Solid business knowledge – curious and keen to learn.
A “can-do” / “winner” attitude, with hunger and a ‘self-starter’ drive to overachieve and succeed as an individual contributor.
Excellent written and verbal communication skills with internal/external clients.
Strong numeracy skills.
Value-based selling.
Bachelor’s or Master’s degree or equivalent work experience.

What it means to be part of the Zendesk team:

Play a part in building a new fast-growing renewal motion for Zendesk and carve out a career within the commercial arm of the customer success team.
A career in the fast lane: Zendesk’s hyper growth builds boundless opportunities to progress faster. You will learn by innovating, doing and will be guided quickly to further your career. Top talent flows, fast!
Giving Back: We believe that volunteering our time and energy both improves the community and our camaraderie.

#LI-Remote

#LI-SW3

The US hourly OTE (On Target Earnings) range for this position is $38.46-$57.69 with a pay mix of 70/30 (base/commission). This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire rates for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base rate only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

About Zendesk – Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences — and we stick with it in our workplace. Over 6,000 employees worldwide have the flexibility and trust to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.