Renewal Manager, High Touch - Americas

Ashby • San Francisco, CA

3d

About The Position

As an Ashby Contract Manager for High Touch accounts, you will play a key role in supporting our revenue function and customer satisfaction with customers ranging in size from 100-1,000 (and growing) employees. You will manage customer renewals and advanced contract questions, and will collaborate closely with a number of internal teams.
You will work to identify the right personas and key internal stakeholders across the business, and coordinate internal collaboration across Customer Success, Sales, and Product to solve for scaling customers’ needs at time of renewal. This role requires a commitment to a deeper product knowledge to seamlessly solve for customer’s expanding needs at renewal, and the ability to negotiate complex contracts with a creative approach, rooted in product value.
With a focus on assisting scaling mid-market companies fully leverage Ashby, you will identify opportunities to enhance existing customers’ experiences within the product at time of renewal. Your work as a Contract Manager directly impacts our broader business goals, with Ashby’s Operating Principles woven into our processes.
This position requires expertise in core contract management competencies:
Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs
Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance
Understanding contract terminology and how to communicate these terms to customers

Requirements

• Our ideal candidate will have a strong background in a combination of sales, customer success, and renewal management, with a proven ability to drive contract renewals and enhance customer relationships.
• You enjoy finding creative solutions for complex situations – this in turn will allow you to successfully solve for both the customer and Ashby
• You are solutions-oriented – there is a solution to every problem or challenge we may face in Contracts
• You are detail-oriented – we work across many different systems, with fact-checking and record-keeping a paramount priority for this contracts role
• You are adaptable – you are able to be continuously learning and applying these learnings to your daily work
• You excel at cross-functional collaboration, leveraging the right teams and colleagues to provide a top tier experience and solution for each customer, while being respectful of other individuals time, priorities, and goals
• You have excellent communication skills over phone and email, and are able to navigate high pressure situations with ease and professionalism (strong public speaking skills translate well to this role)
• You delight in having autonomy over your schedule — there is a high level of accountability at Ashby, and we rely on you to complete your work; while all of your work will be visible to the entire company, you will be responsible for managing your time
• You display empathy in situations that require it – you understand where our customers are coming from and strive to find a solution accordingly
• You value transparency – there is clarity and honesty in every step of our renewal process, and within Ashby as a company

Responsibilities

• Navigating pricing and negotiation discussions with empathy and tact, while upholding a high level of respect for the value of Ashby and the services we render
• Leading the renewal process with customers, ensuring timely and successful contract renewals, with terms that align to both the broader business goals and solve for the customer’s needs
• Building and maintaining trust with customers, proactively addressing concerns and ensuring their subscription needs are met at time of renewal and throughout the customer lifecycle
• Managing day-to-day administrative tasks, such as customer outreach, generating order forms, and CRM maintenance
• Understanding contract terminology and how to communicate these terms to customers

Benefits

• Competitive salary and equity.
• Opportunity to work with a talented and passionate team.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it!
• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• If you’re in the US, top-notch health insurance for you and your dependents with all premiums covered by us.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed