Team Lead, Renewals – Everway
Everway (formerly n2y/Texthelp) is a global community of over 500 team members spanning seven countries. We lead the world in neurotechnology software, helping transform the way we understand and are understood. We create a world where differences are recognized and valued, and we are committed to building a culture of curiosity, courage, and full commitment.
About the role
As Team Lead of Renewals, you will lead a high‑performing team of Renewal Managers and Specialists managing renewals across a large portfolio of customers. You will ensure excellence in execution, adherence to defined processes, and integrity in our systems—driving consistent, data‑informed renewal outcomes while delivering a seamless customer experience. Your leadership will build a culture of accountability, quality, and continuous improvement, helping the team meet revenue targets and operational SLAs.
Responsibilities
* Lead, coach, and inspire a team of Renewal Specialists & Managers responsible for quoting and processing renewals for a large portfolio of customers.
* Establish a positive, accountable, and high-performing culture within your team, contributing to the overall success and culture of the Renewals organization.
* Supervise day‑to‑day operations to ensure timely quote delivery, SLA adherence, and data accuracy in Salesforce.
* Meet or exceed team renewal revenue quotas through proactive customer engagement, follow‑up, and ensuring on‑time renewals.
* Conduct regular one‑to‑one and performance reviews for direct reports, providing coaching, feedback, and professional development opportunities.
* Act as the in‑region escalation point for high‑priority customer interactions.
* Monitor team performance using dashboards and reports; identify trends, gaps, and opportunities for improvement.
* Partner with Customer Success, Sales, and Revenue Operations to ensure alignment on renewal strategy and account handling.
* Demonstrate a curiosity mindset—continuously seeking ways to improve operations, workflows, standard operating procedures, and documentation in partnership with other leaders.
* Support the hiring, onboarding, and training of new Renewal Managers & Specialists, ensuring quality ramp‑up and retention.
Essential Criteria
* 3–5 years of experience in customer operations, renewals, sales or sales support leadership roles.
* Demonstrated success in meeting revenue or performance quotas in a renewals or sales support environment.
* Proven track record managing high‑volume transactional processes with measurable KPIs.
* Proven ability—developed via prior Sales or Customer Success roles—to coach and apply advanced customer engagement skills, including discovery, consultative questioning, objection handling, and managing challenging or frustrated customers.
* Strong interpersonal and communication skills.
* Experience conducting performance reviews, managing and developing team members.
* Highly organized and analytical, with strong attention to detail and process improvement mindset.
* Proficient in Salesforce or other CRM platforms; comfortable working with reporting tools and dashboards.
Desirable Criteria
* Experience supporting K–12 or Higher Education customers in SaaS or EdTech environments.
* Familiarity with quoting tools (e.g., Salesforce CPQ), renewal automation strategies, and customer success platforms such as Gainsight.
* Demonstrated ability to scale and optimise processes for globally distributed teams.
* Background in workflow design, continuous improvement initiatives, or operational excellence programmes.
* Exposure to or interest in change management and driving adoption of new tools and processes.
Benefits
Competitive salary with bonus opportunities, flexible work schedules, comprehensive health and wellness benefits, flexible time off plans, career growth through development programmes, and a collaborative, innovative culture where your ideas matter.
Other Information
We are committed to providing a Drug‑Free Workplace for all employees. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law. You can view our Recruitment and Selection Policy here. Please click the link for our Privacy Notice.
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