Mexico-Remote
COGS – Customer Success /
Full-time /
Remote
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that’s where you come in:
The Renewal Account Manager is responsible for renewing a large number of customer contracts. We are seeking an eager bilingual enthusiastic candidate who can quickly ramp up on product offerings, customer negotiations and the detailed renewal process. The role is responsible for supporting, negotiating, managing and closing renewal transactions. You will play a critical role in supporting our Customer Success and Revenue organization. You will work directly with our customers and other key Instructure stakeholder groups to better understand the needs of the Latin American Region.
The position requires a strong knowledge of systems and processes with the ability to manage and negotiate a large volume of deals. The Renewal Account Manager will collaborate with our Legal, Sales and Customer Success teams to maximize renewal rates and retention.
What you’ll do:
- Show extreme ownership of your business while caring about the customer’s experience.
- Create, revise and deliver renewal offers/quotes, based on contract information and customer usage.
- Deliver renewal offers/quotes on-time to appropriate customer contacts.
- Report and maintain an accurate forecast.
- Negotiate contract terms and pricing with guidance from relevant internal departments, management, and customers.
- Maintain and update account information in CRM and maintain great SFDC hygiene.
- Refer potential opportunities for expansion to our Sales Team.
- Follow and adhere to best practices for internal processes including opportunity management, data quality, and accuracy, quotations and forecasting.
- Maximize retention, identify expansion opportunities, and drive a high degree of customer satisfaction.
- Engages with customers to identify at-risk situations while escalating those instances to the appropriate resources inside Instructure.
- Share customer feedback with appropriate internal departments that include but not limited to Customer Success, Support, Product and Management.
- Demonstrate a strong ability to organize and prioritize activities with many requests at once while staying in a proactive state
What you will need to know/have:
- Proficiently to conduct business and negotiation in English, Spanish.
- 3-5 years industry experience, sales experience, renewal management experience, or customer success experience.
- Consistent track record of achieving individual sales goals or achieving team retention targets.
- Comfortable using a variety of communication methods (sending outbound emails, making outbound calls, conducting virtual and in-person meetings, as well other communication platforms such as WhatsApp).
- Strong customer communication and follow up skills required.
- Excellent organization and time management skills required.
- Proven track record of negotiating and closing customer contracts in a timely manner.
- Must have excellent written and verbal skills in order to communicate and negotiate with customers, in English and Spanish.
- Proficient with system tools and the ability to utilize new systems quickly.
- Experience working across and prioritizing multiple projects and tasks simultaneously
- Self-starter with strong organizational skills and ability to execute
- Ability to thrive in a process-driven environment with a strategic and problem-solving mindset
Get in on all the awesome:
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here’s a general idea of what you can expect:
- Competitive compensation and participation in Instructure’s equity program
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work based on business needs
- Generous paid time off, including global holidays and our annual “Dim the Lights” company-wide shutdown from December 26 to December 31
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- We provide the technology and tools you need to do your best work—typically a Mac, with PC options available in some locations
- A culture rooted in inclusivity, support, and meaningful connection
$351,050 – $413,000 a year
This range reflects our target hiring range, with flexibility based on experience, skills, and market factors.
This position includes variable compensation structured on an 80/20 split.
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.