Manager Renewal Operations

Job Description
The Manager Renewals Operations is responsible for the entire process of executing on customer renewals. In this role, you will own the end-to-end renewal lifecycle of data center services contracts across a designated portfolio of markets in EMEA. You will collaborate with internal technical, commercial, sales and legal stakeholders and manage customer-facing communication and negotiation to ensure smooth, timely, and customer-aligned contract renewals - driving retention, revenue predictability, and customer satisfaction.

What You'll Do
Lead-to-Contract & System Administration

• Actively manage the assigned renewals pipeline for the assigned Portfolio using Salesforce and CPQ tools, including:
• Fixed-expiry (non-auto-renewing) contracts
• Customer-initiated renewals on an ad hoc basis
• Internal renewal opportunities identified through commercial benchmarking analysis
• Responsible for end-to-end renewal lifecycle for our data center services or lease contracts, covering the entire process from opportunity generation to closing
• Aligning with Asset Manager on strategy for Portfolio and Market to drive revenue growth
• Handle technical and commercial approval workflows in line with Commercial Framework under the FAP
• Prepare and issue contractual documentation in collaboration with legal
• Maintain accurate, complete, and up-to-date contract and customer data within internal systems
• Escalate system challenges and errors where needed

Customer Engagement & Negotiations

• Lead direct engagement with customers to discuss renewal terms, service and product adjustments, and commercial options
• Present renewal offers and guide customers through commercial and technical changes
• Manage objections and lead pricing or term negotiations within approved thresholds
• Successfully negotiate terms with the customer and complete contract execution
• Ensure a seamless experience from initial outreach to signed contract

Internal Coordination

• Align with Country Managing Directors and Asset Managers on site / country strategy, while ensuring input from Account Manager, regarding wider account strategy, is considered.
• Collaborate with Operations, Service Design and Solution Architect teams to align on feasibility of service modifications.
• Partner with Legal to validate changes to terms, and where appropriate facilitate customer renewal onto company's standard terms.
• Coordinate closely with Termination team, ensuring churn risk for existing customer is raised timely and appropriately handed over.

Reporting & Process Improvement

• Maintain dashboards and renewal records to monitor retention, churn, and contract value.
• Conduct account and contract analysis (size, pricing, bespoke terms) to support tailored renewal strategies.
• Analyse churn trends and renewal conversion to identify areas of improvement. Reporting findings back to management.

What You'll Need

• Previous experience in a customer-facing role with a track record in commercial negotiation
• Solid understanding of commercial and financial principles
• Ideally Bachelor or equivalent level of education
• 2+ years work experience in Renewals, Sales Operations, or Account Management, ideally in the data center or other relevant industry
• Proficient in Salesforce CRM, CPQ tools, Microsoft Excel, and familiar with digital signing and billing systems (e.g., DocuSign)
• Fluency in local language (where role is based) and English language, both written and spoken. Further European languages beneficial

A Bit About Us
Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL, the company's global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 25+ countries on six continents.To learn more about Digital Realty, please visit or follow us on LinkedIn and Twitter.

What We Can Offer You
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Apply today, take charge of your career and grow your talents with us.