Description

The Director, Customer Renewals will have responsibility for one of the most profitable and important revenue lines in the company: UKG’s recurring revenue. As a member of the Relationship Management organization, the Director, Customer Renewals is responsible for guiding a team of Renewal Representatives and their leadership in proactively working with UKG customers globally to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your Renewals organization will be responsible for retaining an aggregate of over 10,000 customers globally and over $1.6B+ in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns. This role focuses primarily on UKG’s human capital management business.

Responsibilities:

• Serve as an influential thought leader, promote innovative concepts, and provide input to the renewal function's strategy.
• Develop strategic objectives for your specific team, ensuring alignment to the strategy of the overall Renewals and Relationship Management functions.
• Oversee and direct the planning, staffing, and methods for area of responsibility; develop and implement budgets and policies.
• Work with your leadership team to define an effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees as well as ways to uncover organizations ready to expand their relationship with UKG.
• Conduct regular renewal pipeline reviews with your team and with Senior Leadership.
• Proactively collaborate with Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction.
• Build relationships, serve as trusted business partner and resolve critical escalations and commercial negotiations with senior-level customer executives.
• Achieve established unit retention and recurring revenue quota targets.
• Hire, recruit, motivate and develop team members.
• Produce monthly analyses on team performance.
• Work with Finance and the Senior Leadership team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories.
• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies.
• Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity.

Qualifications

• 5-7 years’ experience in a Renewals, Account Management/Sales, or Customer Success role including experience as a people leader.
• Experience working with small (<$50K) and enterprise ($2M+) organizations with an ability to negotiate commercial agreements and enterprise deal contracts.
• HCM experience a plus.
• Strong organizational skills with an emphasis on detail especially when it comes to measuring rep productivity and pipeline/forecast organization.
• Ability to work with a wide variety of co-workers across departments in order to achieve customer retention and customer satisfaction targets.
• Strong data analysis abilities and operational rigor and understanding of recurring revenue.
• Excellent verbal, written and presentation skills especially in customer-facing, commercial negotiation settings.

*Lowell, MA or Weston, FL offices are preferred locations*

#LI-Hybrid

Company Overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired?

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.