Renewal Operations works to increase Net Retention dollars by
Renewal Operations is scoped to support our SMB sales segment in our AMER & EMEA Regions.
Below is a breakdown of the 4-part Renewal Operations Strategy.
Renewal Operations supports the SMB Sales Team: Directors & Account Sales Managers, Account Executives, and collaborates with Customer Success Operations, and Sales Operations.
SMB Sales Team is Renewal Operations’ direct focus, our primary customer being the VP Commercial Sales; the insights, strategies, and actionable campaigns are built to assist the Account Executives with the renewal process. These solutions are important because SMB customers under $50k ARR are not assigned Technical Account Managers (TAM). Renewals Operations provides intelligent insights for the large amount of upcoming renewals managed by Account Executives to allow a more focused approach.
Customer Success Operations helps organize and collect pertinent product usage, and customer health data that the Renewal Operations Team uses to identify insights and engagement strategies. For example, creating automated one-to-many campaigns in Gainsight to support product adoption.
Sales Operations supports Renewal Operations by maintaining our systems that process the renewals and opportunity management. As we progress, it can also improve risk management and forecasting.
Renewal Operations uses issues and issue boards to track our projects and tasks. If your expertise can assist in any of our projects or if you simply want to share an idea you believe could assist our SMB Customers, please open an issue and add the ~RenewalOps label anywhere within the GitLab repo.
See the Renewal Operations issue board to track progress.
Create issues in the CS Operations project
Labels to use when creating new issues or MRs for CS Ops:
Send any questions to the slack channel #renewal-ops