Urgent! Manager, LATAM Renewals Job Opening In Austin – Now Hiring Zendesk
What We Do
Our Renewals team secures and protects our customer renewal base and at the same time looks for growth opportunities.
A key fixture of our renewals team is the work our Renewals team members do to understand a customer’s contract, work creatively to provide solutions, and ultimately help customers’ businesses renew successfully and on time.
What You Will Do
As the Manager - LATAM Renewals, you will play a critical role in helping the Zendesk Renewals team achieve its mission by leading, coaching, and managing a remote team of 8 Renewal Representatives based across Mexico City and São Paulo, Brazil.
You'll be responsible for overseeing the renewal process within the LATAM region and ensuring the team meets goals for customer retention and subscription revenue growth.
Maintaining fluency in English, Spanish, and Portuguese is essential for managing contracts, communications, negotiations, and customer escalations across multiple languages within the region.
You will also spend part of your time managing a book of business, staying close to the evolving product, customer renewal experience, and your team’s challenges during your transition and ongoing management.
Key Responsibilities
Book of Business Management:
Achieve churn and contraction targets for your book of business in LATAM; forecast and report risks effectively.
Manage territory and assign renewal accounts with consideration to language proficiency and region.
People Management & Coaching:
Lead, mentor, and coach a geographically-distributed team of Renewal Representatives to implement best practices for renewals specific to the LATAM market.
Provide weekly 1:1 meetings, deliver actionable feedback, and guide your team through negotiation and renewal challenges in Spanish, Portuguese, and English.
Renewal Process Ownership:
Oversee the full renewal lifecycle including forecasting, quoting, negotiation, and contract closure in the LATAM region.
Ensure renewals are executed seamlessly across multiple languages and cultural contexts.
Cross-Functional Collaboration:
Partner closely with Sales, Customer Success, Legal, Product, and Finance teams, aligning strategies to optimize the renewal process for LATAM customers and address region-specific needs.
Operations & Improvement:
Become a subject matter expert on LATAM renewals processes and customer renewal dynamics.
Identify and recommend process improvements leveraging operational efficiency and AI-driven automation tools.
Escalation & Reporting:
Act as the escalation point for complex renewal cases involving high churn risk or pricing objections.
Monitor and report on key performance metrics such as renewal rate, churn rate, and upsell opportunities within LATAM.
Hiring & Onboarding:
Recruit and onboard new team members as the LATAM renewals team expands.
Collaborate with senior leadership to refine onboarding and training processes tailored for LATAM representatives.
Essential Skills and Qualifications
Bachelor’s degree or equivalent experience.
Languages: Fluency in English, Spanish, and Portuguese (speaking, reading, and writing) is required to effectively manage contracts, customer relationships, and internal communications across LATAM.
6+ years in a customer-facing SaaS role such as Renewals, Customer Success, Account Management, or Sales, with mandatory experience managing or leading teams.
Strong understanding of subscription models, renewal workflows, and customer lifecycle management with preference for Zendesk product knowledge.
Outstanding communication and interpersonal skills, able to navigate complex customer situations across different languages and cultures.
Excellent negotiation skills to maximize contract value in multilingual contexts.
Strong data analytical skills with the ability to identify renewal trends and mitigate churn risks through data-driven insights.
Operational mindset with a focus on scaling efficiencies using AI and automation.
Technical acumen to understand the product/service and communicate effectively with customers and internal teams.
Proficiency with CRM and customer success platforms including Salesforce, Gainsight, Clari, and Zendesk.
Reporting Structure
This role reports directly to the Director, Global Renewals.
The US annualized OTE (On Target Earnings) range for this position is $149,000.00-$223,000.00 with a pay mix of 70/30 (base/commission).Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
This role must attend our local office for part of the week.
The specific in-office schedule is to be determined by the hiring manager.
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Unlock Your Manager LATAM Potential: Insight & Career Growth Guide
Real-time Manager LATAM Jobs Trends in Austin, United States (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Manager LATAM in Austin, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 412964 jobs in United States and 3964 jobs in Austin. This comprehensive analysis highlights market share and opportunities for professionals in Manager LATAM roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Zendesk is currently hiring and seeking a Manager, LATAM Renewals to join their team. Feel free to download the job details.
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An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Zendesk adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a Manager, LATAM Renewals Jobs United States varies, but the pay scale is rated "Standard" in Austin. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for Manager, LATAM Renewals typically include Advertising, Marketing, Promotions, Public Relations, And Sales Managers and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your Manager, LATAM Renewals interview at Zendesk, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Zendesk's products or services and be prepared to discuss how you can contribute to their success.
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