A career in IBM Software means you'll be part of a team that transforms our customer's challenges into industry-leading solutions. We are an infinitely curious team, always seeking new possibilities, and dedicated to creating the world's leading AI-powered, cloud-native software solutions. Our renowned legacy creates endless global opportunities for our network of IBMers. We are a team of deep product experts, ensuring exceptional client experiences, with a focus on delivery, excellence, and obsession over customer outcomes.
This position involves contributing to HashiCorp's offerings, now part of IBM, which empower organizations to automate and secure multi-cloud and hybrid environments. You will join a team managing the lifecycle of infrastructure and security, enhancing IBM's cloud solutions to ensure enterprises achieve efficiency, security, and scalability in their cloud journey.
About the team
The Renewals Account Manager collaborates with Sales to oversee the renewal process for their account base across one territory or more. Typically, in this role you are responsible for a variety of larger, more complex accounts/territories in partnership with Field Sales.
What you’ll do (Responsibilities)
Negotiate all facets of renewal contracts using sound business judgment. Develop and deliver win/win negotiation strategies that maximize contract value while protecting and enhancing the customer relationship and the value they are realizing from HashiCorp.
Develop and maintain precise renewal forecasts by collaborating closely with Sales teams, identifying risks early, and implementing solutions to ensure alignment on renewal strategies and the achievement of key business metrics.
Identify customer needs and demonstrate solid account management capabilities to drive on-time renewal closure.
Maintain a good comprehension of HashiCorp licensing models to provide both sales and customers assistance in licensing discussions.
Monitor customer health metrics to proactively identify and communicate risks. Work cross functionally to develop risk mitigation strategies and drive appropriate actions with partner teams.
Work with wider team to provide regular and accurate updates on renewal status to management and advance as appropriate.
Engage customers in conversations around renewal readiness, timing and general customer needs.
Connect with customers on multi-year contracts via direct and indirect communication to ensure continued involvement and customer value realization.
Create and present renewal proposal(s) and options to customers and advise customers of upcoming contract expiration.
Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable order form.
Partner with our Customer Success organization to review customer value achievement in order to achieve customer product adoption and high utilization.
- 5+ years demonstrated success in a Renewal Account Management and/or Customer Success capacity.
- Experience leading customer retention and adoption for both On Prem & SaaS accounts/territories.
- Deep knowledge and expertise with both On Prem & SaaS models focused on enterprise software.
- Advanced proficiency with contract renewal processes.
- Initiative-taking approach with strong attention to detail, time management and organization.
- Ability to perform under pressure.
- Team player mindset with a track record of building positive relationships with peers and cross-functional partners.
- Top-notch customer management skills; including sales, account management, and customer service.
- Creative problem-solving skills taking personal initiative to identify areas of process improvement and efficiency.
- Demonstrated strong work ethic and consistent quota achievement.
- Impressive written and verbal communication skills
- Public sector renewals experience is a plus, including familiarity with government contracting requirements and prior experience working with partners and value-added resellers (VARs) such as Carahsoft, DLT, etc.