Account Director, SMB

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About this role:

Sensor Tower is the leading solution for mobile and digital marketers, app developers, and industry analysts who demand superior competitive insights into the mobile and digital advertising market economy. We serve independent and Fortune 500 customers alike, spanning the mobile games, agency, travel & hospitality, music, finance, and broadcast entertainment markets. Our insights are cited by the world’s leading news and finance publications, including the Wall Street Journal, The New York Times, Forbes, Fortune, Bloomberg, CNBC, The Washington Post, and Reuters.

As a Customer Renewals Manager at Sensor Tower, you’ll play a key role in managing the renewal process of our SMB customer base while working closely with Sensor Tower Customer Support as needed to ensure a positive customer experience. As an early hire in this role, you’ll also be instrumental in helping to build our process around renewals management and advocate for process updates to improve operational efficiency.

What You Will Focus On

• Manage a portfolio of Direct Brand, Gaming, Finance, Agency, AdTech, and Publisher businesses, focusing on renewals, upsells, and Net Revenue Retention (NRR) growth.
• Oversee all assigned contract renewals to ensure timely and accurate execution.
• Accelerate the contract renewal process, mitigate identified risk, and ensure customer satisfaction.
• Own contract processes, including renewal CTA management, quote creation, maintenance of Salesforce opportunity records, sending of order forms, forecasting renewals outcomes, and tracking progress of signature.
• Work with Customer Support team (where needed) to identify at-risk accounts and put together a strategy to secure the renewal, as needed.
• Partner with CS Ops and Sales Ops to communicate challenges in our current renewal process and advocate for improvements to increase our operational efficiency.
• Identify opportunities to expand Sensor Towers footprint within an account as part of the renewal process.
• Establish and maintain effective, cooperative working relationships with customers, both via phone, video conferencing and email. This includes objection-handling and problem-solving when customers request discounts, indicate they don’t want to renew, alert us that they’re evaluating competing solutions, etc.

What We Are Looking For:

• Fluency in English and Turkish.
• Intellectually curious self-starter with a knack for problem-solving.
• Experience in a customer-facing role.
• Familiarity with contracts, terms of service, and legal issues.
• Clear and effective communicator, adept at both written and verbal communication with customers and internal stakeholders.
• Phenomenal organisational skills and attention to detail.
• Experience with Salesforce (particularly working with the ‘opportunity’ object).
• Previous experience in a Sales, Customer Success, or Renewals Management role.
• Previous B2B SaaS and/or enterprise software experience.
• Assess areas of opportunity to more effectively automate key components of the renewal processes to improve operational efficiency.

About Sensor Tower

Sensor Tower cultivates responsibly sourced market intelligence that provides visibility into the trends shaping the global digital economy. Our customers use these insights to help them make better business decisions.

Why Sensor Tower?

Our flexible work environment allows employees to live in greater connection with the people, places, and activities they love! 

Our benefits for full-time positions include:

- Flexible time off so employees can shape their time away from work.

- Health and wellness stipend to achieve and maintain a healthy lifestyle through physical and mental fitness.

- Monthly internet stipend and a one-time $500 home office stipend.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, and veteran status. We will consider qualified applicants with arrest and conviction records. If you have a disability or special need, please do not hesitate to let us know and we'll do our best to accommodate.