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Senior Renewals Operations Analyst

2 months ago

Reading, Reading, United Kingdom Rapid7 Full time

Senior Renewals Operations Analyst

The responsibility of a Renewals Operations Analyst will be to work in conjunction with the GTC teams and help with the operational end to end renewal motion for our largest customers in EMEA. As we move forward the remit will be to support Sales, CS & Business Operations with all customer renewals in the 1 Commercial Owner Program. Over time the scope of this role will likely expand - with the remit giving coverage across the entire EMEA region.

About the Team

This is a new team being built out within the Rapid7 GTC organisation. To begin with the function will be 'spun-up' by the EMEA Customer Success team. However, as we move comprehensively towards the 1 Commercial Owner model this role and team will report into the Sales Operations teams.

About the Role

The main aim of this role is to help drive Enterprise Customer renewals through to a timely and successful outcome from an operational standpoint. The key metric to be measured against will be CRR (Cohort Renewal Rate). The percentage of customers that successfully renew in each quarter, by region. Annual and quarterly targets will be provided. It is likely that over time additional service level based KPIs will be incorporated into the role.

Whilst renewals are the primary focus for the Renewals Analyst there is an expectation that the individual will support the Account Executives and GTC teams with customer expansion opportunities too. Whether that be generating new expansion quotations, liaising with the customer teams (DMC, procurement), collaborating with Channel Partners and ensuring that everything has been done to close the opportunity in a timely manner.

As a Renewal Specialist, you will partner with cross functional teams:

Customer Facing: Sales, Customer Success, CAMs & EMEA Leadership.

Internal Teams: Renewals Team (Belfast), Order Management, Sales Operations and CS Operations.

In this role, you will:

  • Assess the strategic requirements for all upcoming Strata One renewals (in quarter / next quarter), across EMEA Regions.
  • Attend all relevant GTC Forecasting and Renewal Review meetings.
  • Work closely with the Renewals Quotation team in Belfast. With the Quotation team providing the renewal quotes for the end customers.
  • Ensure that Annual Recurring Revenue contained within the renewal vehicle is protected (e.g. +5% uplift is incorporated into every renewal).
  • Work with Sales Operations/Finance/Deal Operations counterparts to validate accuracy of baseline and account ARR in and escalating scenarios for review.
  • Research customer license and subscriptions purchase and renewal history and assisting with fulfillment, as required.
  • Gather requirements from Customer Success Managers and Account Executives for renewal, expansion and upsell opportunities with clear understanding of co-term/true-up calculations and quoting.
  • Work with the GTC account teams and in turn Channel Partners to ensure that customer paperwork (Docusign contracts, Purchase Orders) arrive in a timely manner.
  • Ensure that all Strata One renewals and expansion opportunities are booked successfully.
  • Help to calculate and validate challenging quoting scenarios including multidate co-terms, non-standard deployments, billing requirements and securing necessary internal approvals.
  • Assist with projects to drive automation and efficiency

The skills you'll bring include:

  • 5+ years of experience of working within a Customer Success or Sales Support organisation.
  • Experience in an operation, administration, or finance related role is desirable.
  • Exceptional communication skills demonstrated through email, Slack, customer calls, and internal meetings
  • Commercial acumen and a proactive approach to data analysis and insights
  • Excellent attention to detail
  • Customer centric approach, puts the customer first and provides exceptional customer service
  • Ability to successfully balance a wide variety of daily tasks and adjust priorities in a fast-paced environment
  • Tech savvy & excited to work in a fast-paced environment
  • Collaborative team player, who also has the ability to work independently
  • Some experience of working in Cyber Security, SaaS and/or Technology whilst not essential is highly desirable
  • Familiarity of working across multiple EMEA regions will be a distinctive advantage

We anticipate this role will have a positive and significant impact on our customers and GTC business. It's an exciting opportunity, essentially building out a new function within the company. If, as anticipated, the individual and function proves to be successful then there is a strong chance that we'll look to grow the team - enabling significant career progression and growth opportunities for the successful candidate.

If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.

About Rapid7

At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what's possible and drive extraordinary impact.

Here, we're building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 10,000 global customers ahead of whatever's next.

Join us and bring your unique experiences and perspectives to tackle some of the world's biggest security challenges.

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