Our Story: Litera, headquartered in Chicago, IL, is a fast-growing software company and one of the leading legal technology suppliers in the world. Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day. As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment. Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.
The Opportunity: A Renewals Manager is part our Customer Success team and is responsible for coordinating the renewal process for an assigned group of customers from quotation through to closure. This is a high impact position that is focused on maximizing outcomes resulting in reoccurring revenue growth and retention. It is a fast-paced, high-volume opportunity that is fun and where results directly impact our business' success. Our customers' recurring business allows Litera to invest, hire awesome talent, and continue to innovate.
A Day in the Life:
- A Renewals Manager will primarily interact with customers via email, phone and video conference.
- Coordinate customer deliverables across sales, customer success, finance, and partner teams
- Develop single, multiple, and co-termed product renewal order forms
- Update and manage key information and reporting in Salesforce
- Track progress using dashboard and reporting
- Understand NPS, Net Retention and other influencing metrics
- Position the value and benefits of our software to show ROI
Role Progression:
Within 1 month, you will:
- Complete new hire onboarding including eLearning courses, instructor led training, role specific mentorship and more
- Get trained on Litera's core values and see an overview of our solutions
- Meet with key stakeholders across the business that you will interact with frequently
- Review and understand assigned territory
- Learn best practices, processes, and business tools used including Salesforce, Microsoft Outlook, Tableau and our renewal quoting solution
- Understand influencing metrics
- Shadow customer engagement activities
Within 3 months, you will:
- Independently create and deliver customer renewal order forms
- Interact with primary customer contacts direct
- Have learned how to position value delivered from our solutions
- Understand how to overcome initial pricing objections and plan predictable dialog
- Independently plan work to meet deadlines and manage priorities
- Forecast, mitigate risk and plan for success
Within 9 months, you will:
- Build customer relationships with multiple persona levels
- Identify areas for process improvement to positively influence customer experience
- Participate in cross functional initiatives to drive breakthrough differences
- Develop skills as a leader of your own business within the business
- Mentor new hires on the team
- Participate in bi-annual performance review process
About You:
- You get things done and routinely meet metric-based goals
- You are customer service focus, strong attention to detail, and ability to excel in a fast-paced environment
- Demonstrate the skills to be promoted or sought out to advance the team, department, and organization
- A strong desire to keep learning new things
What Sets Us Apart?
- Have direct contact and work directly with our upper management
- Work with a team that has a proven track record year over year
- You will be challenged and encouraged to broaden your skills
- Regular social & philanthropic events
- Access to personal development courses and tools in our internal learning management system
- Great health benefits, PTO and holiday policies, & more!