Lookout is a cybersecurity company for the post-perimeter, cloud-first, mobile-first world. Powered by the largest dataset of mobile code in existence, the Lookout Security Cloud provides visibility into the entire spectrum of mobile risk. Lookout is trusted by hundreds of millions of individual users, enterprises and government agencies and partners such as AT&T, Verizon, Vodafone, Microsoft, Apple and others. Headquartered in San Francisco, Lookout has offices in Amsterdam, Boston, London, India, Sydney, Tokyo, Toronto and Washington, D.C. To learn more, visit www.lookout.com and follow Lookout on its blog, LinkedIn, and Twitter
Lookout is seeking to add a talented, results-driven, highly motivated, and energized Customer Success Renewals Manager to our growing team. The Renewals Manager works proactively with our existing customers ensuring they are receiving value from their Lookout’s Mobile Endpoint Security solution.
You will work closely with our rapidly growing list of global customers as well as our Sales, Customer Success, Support, and Partners teams towards contributing to successful customer lifecycles of a Software-as-a-Service (SaaS) subscription-based relationship.
Lookout’s cloud-based architecture, security intelligence, and the talented team that drives them will provide you an environment where you will continually learn new things and challenge your skills.
Work closely with Sales, Channels, and Partners with the goal of renewing customers year over year as well as identifying and advancing solution expansion opportunities.
Perform ongoing assessments of customer deployments and take the necessary steps to increase adoption, usage, and derived value.
Proactively connect with existing customers at established points throughout the year to maximize overall usage, value, and benefits of the Lookout solutions.
Work closely with Sales and Customer Success leadership to mitigate churn risk and ensure ongoing customer retention.
Track customer interaction within Salesforce.com.
Promote new product features and provide customer feedback to supporting teams within Lookout.
Prepare, send, and review quotes with customers/partners to ensure timely processing through procurement resulting in issuance of PO.
Verify contracts, data integrity of all quotes, review the terms and conditions to ensure renewal subscriptions are in line with company guidelines and policy.
Respond to questions from customers/partners on any aspect of the renewal including contract amendments, merges, and transfers.
Manage outbound communication to customers as well as leading renewal discussion negotiations.
Track contract non-renewal, off-boarding activities and document reasons for loss.
3-5 years of account management, renewals management, and/or customer success experience
Experience in customer-focused role with high-growth SaaS company
Demonstrated ability to manage a high volume of activities and customers with varying priorities; able to multi-task and manage 100-200+ individual accounts
Very well-organized, high attention to detail, and operational approach to managing day-to-day tasks
Exceptional follow-through and passion for delivering results for customers
Collaborative approach to managing customers; team player who will work within the company to continue improving the way Lookout serves its customers
Ability to take initiative and work proactively with minimal supervision
Willingness to 'roll up one's sleeves' and assist wherever needed
Ability to quickly identify and communicate potential risks and issues
Possess strong written and verbal communication (English, Dutch preferred) skills to effectively present and communicate to both customers/partners and internal teams
Proficiency using MS Office, Salesforce.com
What we offer:
Marktconform salary + bonus
50% of your health insurance scheme will be paid by Lookout
Pension and disability insurance.
Macbook Pro + iPhone
26 paid vacation days + 3 days for voluntary work
Onboarding training in our Boston office