Senior Renewals Operations Manager - Ping Identity
Denver, CO
About the Job
About Ping Identity:
At Ping Identity, we believe in making digital experiences both secure and seamless for all users, without compromise. We call this digital freedom. And it's not just something we provide our customers. It's something that inspires our company. People don't come here to join a culture that's built on digital freedom. They come to cultivate it.
Our intelligent, cloud identity platform lets people shop, work, bank, and interact wherever and however they want. Without friction. Without fear.
While protecting digital identities is at the core of our technology, protecting individual identities is at the core of our culture. We champion every identity. One of our core values, Respect Diversity, reminds us to celebrate differences so you are empowered to bring your authentic self to work.
We're headquartered in Denver, Colorado and we have offices and employees around the globe. We serve the largest, most demanding enterprises worldwide, including more than half of the Fortune 100. At Ping Identity, we're changing the way people and businesses think about cybersecurity, digital experiences, and identity and access management.
The Renewal Operations Manager will report to the Senior Director Customer Care Operations and will interact with the Renewals team, Operations team, Finance and Customer Success team on a daily basis.
Job Summary:
The Renewal Operations Manager is responsible for managing and optimizing the renewal processes within the company. This role involves analyzing data, building predictive analytics tools, forecasting renewal rates, identifying opportunities for process improvements, and ensuring timely and accurate renewals. The Renewal Operations Analyst works closely with sales, finance, IT and customer success teams to maximize customer retention and revenue.
Key Responsibilities:
- Data Analysis and Reporting:
- Analyze renewal data to identify trends, patterns, and insights.
- Create and maintain reports and dashboards to track renewal performance and key metrics.
- Provide actionable insights to improve bookings, revenue, renewal rates and reduce customer churn.
- Work cross-functionally to build predictive-analytics and early warning churn tools.
- Renewal Process Management:
- Manage and optimize the end-to-end renewal process to ensure efficiency and accuracy.
- Develop, document and implement standardized global processes and playbooks for renewals.
- Coordinate with sales, finance, and customer success teams to ensure timely renewals.
- Forecasting, Planning, Compensation:
- Forecast renewal rates and revenue, providing regular updates to senior management.
- Manages operational cadences: weekly forecast, Quarterly Business Reviews and annual planning
- Identify potential risks and opportunities in the renewal pipeline.
- Develop strategies with Renewal leadership to mitigate churn and maximize customer growth and expansion.
- Work closely with Finance and renewal sales leaders to build and plan annual renewal budgets.
- Continuous Improvement:
- Identify areas for process improvement and implement changes to enhance efficiency and accuracy.
- Represent renewals organization in cross-functional meetings with IT, Finance, DMT to ensure proposed changes consider renewals interests.
- Lead or participate in projects aimed at improving renewal operations, employee and customer experience.
- Partner with the Compensation team on commissions and comp plan design and management.
- Provide enablement to renewal sales team on systems, system updates and process changes related to Product, Pricing, IT, DMT, finance and commissions.
- Stay updated on industry best practices and trends in customer retention and renewals.
Qualifications:
- Education:
- Bachelor's degree in Business Administration, Finance, Data Analytics, or a related field.
- Experience:
- 5+ years of experience in a similar role, preferably in a SaaS or subscription-based business.
- Proven experience in data analysis, reporting, and process optimization.
- Skills:
- Strong analytical and problem-solving skills.
- Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau).
- Excellent organizational and project management skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Detail-oriented with a high degree of accuracy.
- Proactive style and strong ability to work without direction with influencing and execution capabilities
- Preferred Qualifications:
- Experience with Salesforce and Clari or other sales forecasting tools.
- Knowledge of subscription billing systems.
- Familiarity with customer success and retention strategies
Base Hiring Range:
In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.
Life at Ping:
We believe in and facilitate a flexible, collaborative work environment. We're growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that's who we want to succeed with every day.
Here are just a few of the things that make Ping special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Global volunteering and community initiatives
Our Benefits:
- Generous PTO & Holiday Schedule
- Parental Leave
- Progressive Healthcare Options
- Retirement Programs
- Opportunity for Education Reimbursement
- Commuter Offset (Specific locations)
Ping is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone's individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.