Renewal and Operations Specialist

Location

Waltham, MA | United States

Job description

The Elevator Pitch

Are you a data enthusiast with a knack for Excel, have a passion for customer experience and looking for a mission driven team? If yes, then keep reading!

At Evolv, we prioritize our customers' experience as it's crucial to our mission and success. We are in search of a Renewals & Operations Specialist who is passionate about gathering feedback, diving into data, and helping to create efficient systems and processes for our customers and Customer Experience team. In this role, you'll play a pivotal part in developing efficient renewal processes and strategies, ensuring our customers get the utmost value from their investment. You'll be making an impact on the overall organization, collaborating across teams to enhance our renewals framework and establish processes that not only boost customer satisfaction but also drive subscription renewals. Join us in our quest to make the world a safer place!

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

In the first 30 days, you will:

• Participate in EvolvED, our new hire orientation program
• Gain proficiency in Evolv's security solutions through a mix of in-person training, online self-study, and teamwork
• Collaborate with teams across Customer Success, Sales, Finance, Service, and Logistics to gain an understanding of existing customer profiles and identify key data for renewal tracking
• Learn to use various tools (Excel, Salesforce, Survey Monkey, Tableau) to effectively to gather and track customer feedback, understanding both the type of feedback sought and how it is recorded

Within 3 months you will:

• Oversee the collection and management of customer renewal data, identify potential risks and communicate them to relevant management and teams.
• Assess accounts due for renewal, determining the specifics of hardware and software renewals, conducting thorough research, and analyzing data using Excel to evaluate factors like health score, industry vertical, purchase type (hardware and/or subscription, direct and/or channel)
• Independently collect customer and partner survey feedback (SurveyMonkey), entering that feedback into a repository (Excel, Salesforce) that can be utilized to analyze and report trends.
• Utilize various tools (Excel, Salesforce, Survey Monkey, Tableau) to effectively to gather and track customer feedback, understanding both the type of feedback sought and how it is recorded
• Be meeting with and working day-to-day with departments to understand customers renewal plans and details.
• Work collaboratively with the Customer Experience team to develop surveys and processes to capture needed feedback and tabulating results
• Have begun to build a network of incredible colleagues in our global organization that you can call upon to drive success for surveys and renewals
• Maintain a repository of customer renewal information and provide that information to be used to manage the renewal business.
• Gain insight into our day to day processes and data to be able help provide system requirements to help us automate and streamline and implement new tools where necessary

By the end of the first year, you will have:

• Developed a comprehensive repository for renewal data, offering diverse insights and actionable information for business stakeholders on a regular basis.
• Work internally with cross functional teams and externally with customers on their renewals
• Established a complete repository of Voice of the Customer (VOC) data, identifying trends and areas for improvement.
• Created an integrated dashboard that consolidates all renewal and VOC information.
• Become recognized as the go-to point of contact for all matters related to renewal data and customer feedback insights.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Attention to Detail:

• Demonstrating meticulous accuracy in managing data, ensuring consistency and reliability in every aspect of information processing and analysis.
• Maintaining strict oversight of processes to ensure they adhere to exact standards and protocols, identifying and rectifying any deviations or inefficiencies.
• Regularly conducting thorough reviews of work outputs, ensuring a high standard of quality is maintained and continuously seeking ways to enhance accuracy and excellence.
• Excelling in organizing and tracking multiple tasks and details, ensuring no aspect is overlooked and all elements of a project or task are executed flawlessly.

Technical Proficiency:

• Advanced skills in using technical tools, specifically Excel, for data management and analysis, coupled with the ability to quickly learn and adeptly navigate various systems and software.
• This includes an aptitude for adapting to new technologies and integrating them into existing workflows for enhanced efficiency and effectiveness.

Data Management and Analytical Reporting:

• Effective maintenance of a comprehensive customer renewal database and skilled use of analytical tools like Excel to generate insightful reports, aiding in the optimization of renewal processes and system enhancements.
• Proficiency in utilizing survey tools for collecting customer feedback, coupled with the ability to discern key insights, manage data effectively, and communicate findings to appropriate teams, enhancing decision-making processes.

Communication and Coordination:

• Effective liaison with key departments (Customer Success, Sales, Finance, Support, etc.), ensuring seamless sharing of renewal-related details and facilitating smooth inter-departmental operations.

Cross-Functional Collaboration and Customer Understanding:

• Demonstrated ability to work across various departments to understand and address the unique backgrounds and needs of existing customers, leading to more personalized and effective customer experiences.

Process Development for Continuous Improvement:

• Designing and refining processes for feedback collection and analysis, resulting in ongoing improvements in customer experience strategies and renewal approaches.

What is the leadership like for this role? What is the structure and culture of the team?

• You will be joining the Customer Experience team, reporting to the Director of Customer Experience and Operations.
• The team culture is one based on building trust, collaboration, on-going development through kindness, authenticity, courage, drive and fun!
• The team's collective experience is phenomenal, from technical experts to business leaders with first-hand experience ensuring safety.

Where is the role located?

• This is a hybrid role, based out of our Waltham office.

What is the salary range? 

The base salary range for this full-time position is $ $58,000-$92,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in role posting reflect the base salary only, and do not include commission, equity, or benefits.

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package
• Flexible work environment
• Unique culture
• Medical and dental insurance
• 401(k) plan + company match
• Unlimited vacation policy
• $300 per quarter to spend on the perks that are most meaningful to you
• Tuition Reimbursement

• Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.
• Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected] .

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