This is a unique opportunity to be the first Renewal Manager in the APAC region for Mural. This role will join the existing amazing APAC pod and focus on managing the renewal process of our existing clients in the region, and will be an integral part of how we continue to expand and grow the Mural and LUMA presence in the APAC region.
YOUR MISSION
The Renewal Manager will play a crucial role in managing customer relationships and ensuring the timely renewal of subscriptions. This position requires a highly organized and customer-focused individual who can effectively communicate with clients, understand their needs, and work collaboratively with internal teams to drive renewal success.
WHAT YOU'LL DO
Manage and oversee the renewal process for existing customers, ensuring timely and accurate renewals
Proactively engage with customers prior to contract expiration to discuss renewal options and address any concerns
Prepare and present renewal proposals and agreements
Maximize customer retention, ensuring customers are on the right pricing, packaging, and service model
Provide exceptional customer service and support, addressing any issues or questions related to renewals
Act as a liaison between customers and internal teams to resolve any issues that may impact renewal decisions
Maintain accurate records of renewal activities, customer interactions, and contract details in the CRM system
Provide regular reports on renewal status, renewal rates, and potential risks to management
Accurately forecasting renewal performance on a monthly, quarterly, and annual basis
Work closely with the customer success, sales, and finance teams to ensure alignment and a seamless renewal process
Participate in team meetings and contribute to the development of strategies to improve customer retention and satisfaction
WHAT YOU'LL BRING
3+ years of experience in a customer-facing role, preferably in a SaaS or technology environment
Proven track record of managing customer renewals and achieving high renewal rates
Excellent communication and interpersonal skills, with the ability to build strong customer relationships and internal partnerships
Comfort using AI tools to enhance workflows, efficiency, or decision-making
Strong organizational skills and attention to detail
Proficiency in CRM software (Salesforce) and Microsoft Office Suite
Ability to work independently and as part of a team in a fast-paced environment
Problem-solving mindset with a proactive approach to addressing customer needs
An intrinsic love of learning and demonstrating best practices of new technology
An ability and willingness to work in a remote environment
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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