Renewals Manager

 Our client is seeking a commercially focused Renewals Manager to join its Maintenance and Managed Services (MMS) team, taking ownership of the full software support renewal lifecycle across the Americas region. This is a remote position. The business provides a leading Centralised Signalling and Routing Control platform, supporting telecommunications operators as they transition from legacy TDM and SS7/C7 networks to modern IP, IMS, VoLTE and IPX environments.

This is a key, revenue-facing role responsible for protecting and growing recurring revenue, managing customer renewals, negotiating commercial agreements and strengthening long-term customer relationships. The Renewals Manager will act as a trusted advisor to customers and internal sales teams, working cross-functionally to maximise retention, identify growth opportunities and ensure renewals are completed on time and at full commercial value.

Main Responsibilities

1. Renewals & Commercial Management

• Pipeline Ownership: Manage the software support renewal pipeline across the Americas, ensuring contracts are renewed on time and at full commercial value.

• Proactive Customer Engagement: Engage customers well ahead of renewal dates to discuss requirements, address concerns and demonstrate the ongoing value of the support services provided.

• Commercial Negotiation: Lead negotiations around renewal pricing, terms, support conditions and commercial agreements, protecting revenue while maintaining customer relationships.

• SLA & Contract Management: Review and interpret service-level agreements, service credits, penalty clauses, response and resolution commitments, and contractual exclusions. Ensure renewal terms are aligned with customer expectations and internal policies.

• Revenue Growth: Identify and pursue opportunities to upsell additional products and services as part of the renewal process.

• Issue Resolution: Work with Finance and Sales teams to resolve discrepancies relating to orders, pricing, contracts and renewal documentation.

2. Customer Retention & Relationship Management

• Act as a trusted commercial advisor to customers across the Americas, guiding ongoing support requirements and renewal options.

• Build strong customer relationships to maximise retention and minimise non-renewals.

• Monitor renewal rates, customer feedback and reasons for non-renewal, identifying trends and opportunities for improvement.

• Represent the voice of the customer internally, ensuring feedback is communicated to Product, Support and Customer Success teams.

3. CRM Management & Reporting

• Maintain oversight of Salesforce CRM data quality, ensuring accurate opportunity records, contract documentation and renewal information.

• Manage renewal opportunities and maintain accurate pipeline forecasts.

• Develop and maintain dashboards and reports to track renewal performance, revenue forecasts and pipeline health.

• Analyse renewal trends, conversion rates and commercial performance to identify risks and opportunities.

4. Cross-Functional Collaboration

• Work closely with regional Account Management and Sales teams to coordinate renewal activity and maintain strong customer relationships.

• Collaborate with Finance, Marketing, Product and Customer Success teams to ensure a consistent approach to customer retention and revenue growth.

• Support continuous improvements to renewal processes, commercial practices and reporting.

Qualifications & Experience:

• Significant experience in Renewals, Account Management, Sales Operations or a commercially focused customer-facing role.

• Experience managing software support renewals, recurring revenue contracts or service agreements.

• Strong commercial negotiation skills, with the ability to manage pricing, contractual terms and customer expectations.

• Good understanding of SaaS business models, software support services and customer retention strategies.

• Strong working knowledge of Salesforce Sales Cloud, including automation tools, Flows, Reports and Dashboards.

• University or college degree in Business or a related discipline.

• Fluency in English is essential.

• Spanish fluency is strongly preferred, supporting customers across Latin America, including Mexico, Colombia, Chile, Argentina and Uruguay.

• Experience within the telecommunications industry would be advantageous.

Personal Attributes:

• Excellent communication, negotiation and influencing skills, with the ability to build trust and persuade customers while maintaining integrity.

• Strong sense of ownership, urgency and accountability.

• Commercially minded, analytical and highly attentive to detail.

• High levels of accuracy, organisation and financial discipline.

• Proactive, action-oriented and results-driven.

• Able to build effective relationships across multiple teams and stakeholder groups.

• Adaptable and comfortable working in a dynamic, fast-paced environment.

• A collaborative and humble team player with strong leadership qualities.

• Curious, motivated and committed to continuous improvement.