Manager, Renewals Management

This position, under the general direction of a Senior Manager, Renewals Management is responsible for the overall direction, coordination, quality and output of employees that are the identified PowerSchool Renewal Managers, who are responsible for the end-to-end renewals process of our award-winning K- 12 software systems. This position is responsible for the positive impact of retention and renewal rates through proactive account management. This position will ensure that maximum value is delivered with PowerSchool products and services by sharing best practices, answering business questions and assist in developing strategic goals and objectives. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each and every customer. Additionally, this position will provide leadership and guidance to evolve our operations while supporting new and existing products and services for our customers.

Strategy & Execution:
Encourages others to achieve beyond their expectations, providing help and support when needed. Share best practices on how to acheive goals in challenging time frames. Mentoring and coaching others to fulfill their responsibilities. Identify and clarify role expectations. Assumes accountablity for assigned function. Coach & Develop:
Takes initiative to help team members understand how their work fits into the bigger picture. Provides honest feedback to mentees about performance development opportunities. With support of management facilitates an environment where coaching and mentoring become part of the everyday way of doing business.
Solution & Performance Oriented:
Mentoring and guiding team members on principles of process, compliance and metrics. Utilize best practice methodologies and provide customers with deliverables that exceed expectation. Emotional Intelligence:
Proficient interpersonal communication skills. Works with the broader team to manage and address intra-group conflicts that arise. Collaborates with team leaders in other organizations to manage an d address intergroup conflicts.

Duties & Responsibilities
Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Mentor and provide support for a team of direct report Renewal Managers
• Monitors and drives all performance goals
• Answers, evaluates and prioritizes escalated customer concerns from accounts in assigned customer segments
• Ensures that employees are resolving conflicts and providing solutions to customers in a timely manner
• Periodically evaluate “big picture” themes and patterns. Assist in driving resolution cross-functionally to prevent larger issues from occurring
• Collaborates with leaders across the company such as Customer Success, Support, Sales and Finance teams
• Prepares weekly reports and leads weekly staff meetings
• Participates in hiring of new team members
• Performs any HR related administrative tasks
• Addresses any performance management issues with employees
• Seek and take action on improvement opportunities
• Mentors, coaches, and develops employees
• All other duties as assigned

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
• Bachelor’s degree or equivalent work experience
• 4+ years’ prior experience in a software company, preferably Software as a Service (SaaS)
• Excellent negotiation and interpersonal skills
• Must thrive in a fast-paced, ever-changing environment
• Excellent communication skills
• Ability to effectively prioritize and escalate customer issues as required
• Proficient in Microsoft Office suite
• Salesforce and CRM experience required
• Excellent attention to detail and time management
• Excellent oral and written communication skills
• Excellent customer service, presentation, and conflict resolution skills
• Ability to thrive with a heavy workload and multiple projects with frequent interruptions and schedule changes
• Able to be successful with ambiguity and solving the client issues, working across functional lines to advocate and solve issues for the client
• Ability to coach and mentor team members

Environmental Factors
• Ability to problem-solve, multitask and reprioritize tasks
• Constant indoor collaborative work environment in close contact with co-workers
• Frequent social interactions and interruptions
• Frequent work under time restraints
• Rare travel
Physical Requirements
Lifting/Carrying:
• Occasionally carrying items weighing under 10 lbs.
• Rarely carrying items weighing between 11-20 lbs.
Twisting/Turning:
• Occasionally reaching over shoulder
• Overhead and reaching outward
• Occasionally bending
• Frequently walking normal surfaces
• Constant sitting
Other:
• Constant use of keyboard, fine dexterity, grasping, holding
• Constant repetitive motion – hands
 

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing accommodations@powerschool.com.

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