Senior Renewals Manager

2 weeks ago

London, Greater London, United Kingdom Digital Realty Full time

Job Description
Your role
Manage the Renewals Operations team

  • Manage the day-to-day performance of the Renewals Operations Team located in different metros in EMEA.
  • Develop and maintain excellent relationships with internal stakeholders in multiple disciplines such as Legal, Solution Engineering, Service Design, Sales and Finance, as well as country MD's.
  • Act as a key liaison between Renewal Operations and Senior Leadership.
  • Foster a high-performance culture focused on customer-centricity and financial & operational excellence.
  • Set team goals aligned to Global Business strategy with strong focus on growth and financial performance.
  • Conduct regular performance reviews and support career development.

Proactive Management of Auto-Renewing Agreements

  • Perform benchmarking analysis of upcoming auto-renewing agreements to identify commercial opportunities, risks, and other business requirements for renewal.
  • Collaborate with Segment Leads, Asset Managers, and Country Managing Directors to define renewal strategies tailored to market and customer context and objectives.
  • Drive initiatives to convert auto-renewals into value-generating engagements, enhancing customer satisfaction and revenue predictability.

Renewal Execution Oversight

  • Ensure consistent execution of the renewal lifecycle process across all markets.
  • Monitor pipeline (fixed-expiry, customer-initiated and internally-targeted), renewal conversion rates, and churn metrics.
  • Support complex or strategic negotiations and manage renewal team- or customer-driven escalations.
  • Align renewal strategies with broader commercial objectives, asset-specific strategies and local market dynamics; ensuring adherence to commercial frameworks, approval workflows, and legal standards.
  • Drive alignment on pricing, service modifications, and contract terms.

Process Optimization & Reporting

  • Identify and implement process improvements to enhance efficiency and customer experience.
  • Working closely with other regions, standardise tools and practices across the team (e.g., Salesforce, CPQ, DocuSign), ensuring globally consistent customer experience.
  • Own reporting on team performance, renewal outcomes (Quarterly market review, budgeting future churn), and strategic insights.
  • Lead initiatives to reduce churn and improve renewal conversion.

What You'll Need

  • Ideally Bachelor or equivalent level of education.
  • 5+ years work experience in Commercial Operations, Renewals, or Account Management, ideally in the data center or other relevant industry.
  • Strong understanding of contract lifecycle management and negotiations
  • Proficient in Salesforce CRM, CPQ tools, Microsoft Excel.
  • Experience in managing remote or international teams.
  • Fluency in English language, both written and spoken. Further European languages beneficial.

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