Job description

Job Purpose Tungsten Automation Corporation software enables organizations to Work Like Tomorrow™—today. Reporting to the SVP, Professional Services, the SAE Strategic Retention drives the renewal of our maintenance, subscription, and SaaS contracts across the designated region, with influence on global retention outcomes. Works with teams to develop and implement renewal policies, procedures and customer-facing activities. Partners with Maintenance Directors and Managers to ensure professional and courteous maintenance delivery for our customers. Works with executive-level management to develop renewal plans, targets, and quotas, and influences resource prioritization to maximize retention outcomes. Key Responsibilities • Lead renewal efforts across the designated region, with impact on global retention outcomes . • Own strategic maintenance, SaaS, and subscription renewal bookings and revenue while increasing Gross Rate of Retention (GRR). • Deploy Specialized Renewal "SWAT" Teams: Coordinate proactive system health checks, configuration tune-ups, and process optimization for accounts with upcoming renewals to ensure platforms run at peak efficiency before contract discussions. • Manage Executive Sponsorship Programs: Pair internal senior leaders with executive counterparts at strategic accounts to elevate relationships, unblock escalations, and align long-term business goals. • Conduct Value Realization Reviews: Shift from reactive support to proactive value realization by explicitly measuring client performance against original business success criteria during Quarterly Business Reviews. • Leverage Customer Success Telemetry: Monitor real-time user behavior, system performance, and support ticket trends to intervene proactively before customers consider leaving. • Drive Continuous Enablement and Training: Mitigate the impact of client staff turnover by ensuring the delivery of on-demand certifications, updated documentation, and "train-the-trainer" sessions to sustain product adoption. • Be a strategic and operational leader. • Develop and champion key processes for renewals teams, monthly reporting, and annual planning. • Drive renewals process to increase on-time and overall renewal rates across all Tungsten Automation Corporation lines of business. • Coordinate with other departments and serve as a liaison with sales, finance, order administration and order fulfillment. • Participate in various operational and leadership meetings representing Global Renewals. • Schedule and conduct conference calls with customers as needed. • Execute strategic and tactical business plans. • Ensure renewal efforts align with company strategic goals. • Provide leadership on key internal projects and initiatives to support a continually improving, changing and rapidly growing business. • Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards ABOUT OUR PLATFORM Tungsten Automation's Intelligent Automation software platform helps government agencies transform information-intensive business processes, reduce manual work and errors, minimize costs, and improve customer engagement. We combine Generative AI, Knowledge Management, Intelligent Document Processing, Process Orchestration, mobility and engagement, and analytics to ease implementations and deliver dramatic results that mitigate compliance risk and increase competitiveness, growth and profitability—particularly crucial for highly regulated industries facing complex compliance requirements. No other software vendor offers a platform of complementary technologies integrated into a scalable, manageable software platform, positioning us to grow and dominate the process automation space. Pay Transparency Notice Tungsten Automation is committed to fair, consistent, and transparent pay practices, wherever we operate . Before any interview or salary discussion, we disclose the following for this role: • Base pay range: For this role, based in the United States , the base pay range is $120000-$140000 , set using objective, gender-neutral and otherwise non-discriminatory job evaluation criteria applied consistently to all employees performing this role or work of equal value. • Total compensation: This range reflects base pay only. Tungsten Automation may also offer bonuses, commissions, equity, and benefits, described separately where applicable or required by local law. • How your pay is determined : Your base pay within this range will be based on objective, non-discriminatory factors — such as location, skills, qualifications, relevant experience, and education or training. It will not be reduced based on prior salary, and will not fall below the disclosed range or below what colleagues performing equal work or work of equal value receive. • Salary history: Tungsten Automation does not ask candidates about current or past pay, and you are not required to disclose it, except where local law expressly permits or requires this. • Your right to discuss pay: Nothing in this notice limits your right to discuss your own pay, to negotiate, or your entitlement to equal pay for equal work or work of equal value. Tungsten Automation does not retaliate against employees or candidates for discussing compensation. • Questions: If you have questions about this notice or how pay was determined for this role, contact talent@tungstenautomation.com . While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.

Requirements

Must-haves

Lead renewal efforts across the designated region, with impact on global retention outcomes .
Own strategic maintenance, SaaS, and subscription renewal bookings and revenue while increasing Gross Rate of Retention (GRR).
Manage Executive Sponsorship Programs: Pair internal senior leaders with executive counterparts at strategic accounts to elevate relationships, unblock escalations, and align long-term business goals.
Conduct Value Realization Reviews: Shift from reactive support to proactive value realization by explicitly measuring client performance against original business success criteria during Quarterly Business Reviews.
Leverage Customer Success Telemetry: Monitor real-time user behavior, system performance, and support ticket trends to intervene proactively before customers consider leaving.
Be a strategic and operational leader.
Develop and champion key processes for renewals teams, monthly reporting, and annual planning.
Drive renewals process to increase on-time and overall renewal rates across all Tungsten Automation Corporation lines of business.
Coordinate with other departments and serve as a liaison with sales, finance, order administration and order fulfillment.
Participate in various operational and leadership meetings representing Global Renewals.
Schedule and conduct conference calls with customers as needed.
Execute strategic and tactical business plans.
Ensure renewal efforts align with company strategic goals.
Provide leadership on key internal projects and initiatives to support a continually improving, changing and rapidly growing business.
Utilize AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards

Nice-to-haves

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