WalkMe pioneered the Digital Adoption Platform (DAP) to transform how people learn, use and support digital technology. By seamlessly overlaying the User Interfaces of enterprise, mobile and web applications, WalkMe guides users through any digital workflow, across one or more applications, with an intuitive and aptly-automated experience that is tailored for each individual and appears only when and where needed. As an enhancement to any application’s UI, like a GPS it navigates users through complex and ever evolving processes and policies for better experiences and behavior. The outcome is improved process compliance, efficiency and application ROI.
WalkMe is looking for a Renewal Operations Analyst to join our growing Customer Success (CS) Operations team. The CS Operations team is the right hand of the Customer Success and Renewals organization. Reporting to the Sr. Manager of this team, you'll promote operational integrity in the business and will be a forerunner in identifying trends, challenges, and opportunities. You will help guide our decisions with data-driven analysis and thoughtful recommendations. You'll work with a diverse cast in our Ops organization to help guide the growth and performance of the Renewals team.What You'll Own
- Global churn forecasting and renewal retention processes
- Analytics; data analysis and reporting for leadership
- RM Dashboard reporting and maintenance
- Building models for predicting renewals and churn based on correlated data
- CS and RM Compensation design, planning and reporting
- Capacity Planning, coverage, and resource allocation
- CS and RM Department and individual performance KPIs amp; OKRs
- RM Business process amp; policy development
- RM Methodology enablement amp; process workflow documentation
- Playbook management; customer health, risk management, expansion, and advocacy
What You Need to Succeed
- Must Have: Experience incorporating customer health insight into early churn warning. Knowledge of best practices in forecasting and ARR retention.
- 5+ years of experience working in Sales operations / CS Operations with a focus in retention and/or renewals.
- Quantitative analysis experience and google sheets/Excel.
- Advanced Salesforce knowledge is required; lightning experience preferred.
- Self-starter with the ability to take ownership while navigating in an ever-shifting environment.
- Preferred : Experience with Clari, Anaplan, working with Deal Desk ( order management), contracts team.
What You'll Love About Us!
- Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance.
- WalkMe is a remote and hybrid work environment for those who chose to come to regional offices (vaccines required) with frequent in-person and virtual social activities to promote positive employee engagement
- WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
- WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.
How We'll Take Care of You
Our job titles may span more than one career level. The starting base pay for this role is between $82,000 and $140,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.