Director of Renewal Operations

Workiva seeks a Director of Renewal Operations to drive scalability towards $1B+ revenue. This role oversees Renewal Operations and CRM data integrity. The Director will work alongside with Sales, IT, Finance, and Sales Operations teams to ensure accurate deal processing in Salesforce. High data quality is crucial for accurate commissions, management, and financial reporting, and ultimately influences subscription structures and financial results. The Director will develop processes to maintain and improve data quality, ensuring efficient renewals and long-term customer retention.

What You'll Do

Leadership and Stakeholder Management

• Collaborate with cross-functional teams (Sales, Customer Success, Legal, Finance, IT) to streamline the renewals process and use of CRM systems to drive successful customer outcomes

• Serve as the primary point of contact for data quality and renewal issues and provide guidance to align all teams on goals and priorities

• Provide training, support, and communication to internal stakeholders on CRM best practices and renewal processes

• Develop and provide regular reporting to senior leadership on CRM data quality, renewal metrics, and key trends

• Provide actionable insights to senior leadership on data quality issues and areas of concern

Oversee Renewal Operations and Data Quality Assurance

• Lead and manage the Renewals Operations team, ensuring processes for contract renewals, escalations, and renewals forecasting are efficient and scalable

• Ensure complete, accurate, and timely data entry and management in the CRM system, including all sales opportunities, customer renewals, and related activities

• Lead initiatives to monitor and maintain the quality of CRM data, ensuring the consistency, reliability, and accuracy of customer records and basis for management and financial reporting

• Establish and monitor key performance indicators (KPIs) to assess the effectiveness of Renewal Operations and CRM data quality

• Lead and drive initiatives to maintain and improve data governance, ensuring compliance with organizational standards and best practices

Strategy and Process Optimization

• Identify areas for process improvement, cost reduction, and improved cycle times within the renewals process

• Develop and implement processes to improve renewal workflows, ensuring all customer contracts are captured and processed on time

• Drive continuous improvement efforts across the Renewal and CRM Data teams to increase operational efficiency, streamline workflows, and enhance data accuracy

• Design data flows providing scalability and adaptability of CRM and renewal processes as the organization grows

• Identify actionable insights through CRM analytics to support data-driven decision-making and process enhancements

• Develop and implement data validation protocols and automated processes to certify data integrity

What You'll Need

Minimum Qualifications

• Bachelor's degree in Business, Operations, Information Systems, or related field (MBA or equivalent strongly preferred).

• 8+ years of experience in operations management, CRM data quality, or related roles; experience in the SaaS industry is highly preferred

Preferred Qualifications

• Proven leadership experience with the ability to lead, mentor, and build high performing teams

• Advanced proficiency in Salesforce, including best practices in data management and reporting

• In-depth experience managing renewals operations, forecasting, and contract management.

• Experience developing and implementing data governance frameworks

• Exceptional analytical and problem-solving skills, with a data-driven mindset

• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously

• Excellent interpersonal and communication skills, with the ability to collaborate and influence cross-functional teams.

• A focus on detail, accuracy, and process optimization.

Travel Requirements & Working Conditions

• 10% travel for customer and internal meetings

• Reliable internet access for any period of time working remotely and not in a Workiva office

How You'll Be Rewarded

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.