Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Kumnick

Howe,TX

Summary

Dynamic Senior Renewal Manager at Genesys Telecommunications with a proven track record in driving recurring revenue growth and securing renewals. Adept at building strong customer relationships and executing strategic renewal management practices. Skilled in decision-making and stakeholder engagement, consistently enhancing customer satisfaction and maximizing revenue opportunities.

Overview

20
20
years of professional experience

Work History

Senior Renewal Manager

Genesys Telecommunications
05.2016 - Current
  • Meet/exceed quarterly and annual budgets; drive recurring revenue growth in the region.
  • Responsible for up to $69 million in recurring revenue
  • Maintain a pulse on all renewals in a given territory 150+ days in advance of expiration and through to closure, including but not limited to, understanding of current risk, key stakeholders, the potential for platform migration, account activity including license deals in process, the opportunity for expansion or revenue growth.
  • Accurate forecasting of recurring revenue/bookings in-quarter and in quarters, both verbally to management and through regular systematic updates.
  • Awareness of at-risk renewals (predictive churn/attrition) and orchestration of remediation plans to address the issue(s)
  • Secure Purchase Orders / Service Orders for each renewal before the expiration of the current term.
  • Manage renewals according to Genesys Key Performance Indicators which monitor the wellness of the business.
  • Understand, predict, and manage effects on recurring revenue across customers’ journeys to migrate from one platform to another.
  • Manage indirect renewals according to Genesys KPIs as well as Partner KPI results and when necessary, work with Partners on areas that require improvement.
  • Engage with customers and partners, in close alignment with Genesys CSM to educate them on the value of their ongoing support/subscription.
  • Align and sell renewal offerings that address business outcomes by the Customer Success Plan
  • · Manage renewal negotiations according to Genesys renewal best practices and disciplines
  • Ensure the application of Genesys governance, policies, and pricing practices are honored throughout the renewal negotiation.
  • Ensure existing contract terms and conditions are in with the renewal quote and negotiation. Be familiar with existing customer terms and leverage opportunities to maximize revenue accordingly.
  • Maintain strong knowledge of the Genesys Customer Success values and commit to delivering an exceptional customer experience across all interactions.
  • Ability to articulate and sell value around Customer Success offerings and identify upsell opportunities for incremental growth through the adoption of add-on service elements throughout the customer lifecycle (ie: upsell).
  • Work cross-functionally to drive accelerated renewal negotiations as necessary: Quoting Specialists, Sales, Legal, Deal Desk, Finance Operations/Collections Professional Services, Customer Care, License and Entitlement, Partner Program representation, etc.
  • Remain familiar with Genesys buying/licensing rules; validate customer entitlement (correct inventories) on-premise quotes to avoid licensing discrepancies.
  • Validate usage reports and historical trending, in concert with Genesys Advisor and account teams, to drive expansion and upsell opportunities at the time of renewal.
  • Work with strategic pricing in special agreements covering both new and renewal transactions (reducing discounts and application of Genesys Care policies and practices)

Realtorover

Ebby Halliday
08.2005 - 05.2016
  • Streamlined contract negotiations by meticulously reviewing documents and communicating clearly with all involved parties.
  • Built lasting relationships with clients through excellent communication, personalized service, and dedication to their needs.
  • Enhanced client satisfaction with diligent follow-up after closing, ensuring positive experience overall.
  • Assisted clients in navigating complex financial transactions, ensuring smooth process from start to end.
  • Delivered exceptional customer service by addressing client concerns promptly and professionally throughout entire transaction process.
  • Wrote contracts to outline sales and purchases of properties.
  • Coordinated various aspects of real estate transactions such as inspections, appraisals, and financing arrangements, minimizing delays and challenges for clients.
  • Conducted thorough research on comparable properties to develop strategic pricing recommendations for sellers based on current market trends.
  • Leveraged social media platforms and online marketing strategies to increase property visibility and attract potential buyers.
  • Fostered trust among clients by maintaining strict confidentiality regarding personal information during each transaction agreement period.

Education

Bachelor of Arts - History

University of Texas At Austin
Austin, TX
05-1989

Skills

    Understands and executes a successful recurring renewal management practice – Takes ownership to secure and grow recurring revenue through renewals across premise, cloud and subscription platforms

    Customer Focus – Building strong customer relationships and delivering customer-centric solutions

    Decision quality – Making good and timely decisions that keep the organization moving forward

    Balancing the needs of multiples stakeholders – Anticipating and balancing the needs of multiple stakeholders

    Strategic Mindset – Seeing ahead of future possibilities and translating them into breakthrough strategies Thinking forward and demonstrating thought leadership in the CX domain and customer business needs

Timeline

Senior Renewal Manager

Genesys Telecommunications
05.2016 - Current

Realtorover

Ebby Halliday
08.2005 - 05.2016

Bachelor of Arts - History

University of Texas At Austin

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