Sr Manager, Renewals Operations (Americas)

The Senior Manager, Americas Renewals Operations leads the Renewals Desk team supporting the Americas Renewals organization.

Today, the Renewals Desk provides critical day-to-day deal support, managing renewal support cases involving pricing and renewal calculations, quoting and proposal support, account and contract analysis, partner calculations, contract validation, and other operational requirements needed to move renewal transactions forward accurately and efficiently.

Your first priority will be ensuring this operation runs exceptionally well. You will lead and develop the Renewals Desk team, manage case execution and service levels, improve processes, and establish meaningful performance metrics to ensure Renewal Managers receive timely, accurate, and consistent operational support.

At the same time, you will help evolve the Renewals Desk into a broader Renewals Operations capability over time, identifying opportunities to leverage AI, automation, analytics, and improved processes to reduce manual work, increase productivity, strengthen business insights, and create additional capacity for higher-value activities.

• Lead, develop, and inspire a team of Renewal Desk Data Analysts responsible for managing renewal deal support cases, pricing and renewal calculations, quoting and proposal support, account analysis, contract review and validation, and other operational activities supporting renewal execution.
• Ensure deal support cases are handled accurately, consistently, and within established service levels, with clear visibility into case volume, backlog, turnaround time, quality, and stakeholder experience.
• Drive operational excellence across renewal pricing, quoting, calculations, proposals, contract review, and other deal support processes.
• Identify bottlenecks, repetitive tasks, unnecessary handoffs, and process gaps, and implement improvements that increase capacity, improve accuracy, and reduce friction for the Renewals organization.
• Establish meaningful operational KPIs, reporting, and operating rhythms that provide visibility into team performance, workload, productivity, service levels, and opportunities for improvement.
• Partner with Business Systems and other stakeholders to continuously improve Salesforce workflows, case management, reporting, system functionality, testing, and data quality.
• Identify, prioritize, and implement practical opportunities to leverage AI, automation, and emerging technologies to reduce manual case work, improve accuracy, accelerate turnaround times, and enable the team to focus on higher-value activities.
• Develop stronger analytics and business insights around renewal performance, churn and retention trends, pricing effectiveness, portfolio risk, productivity, and other indicators that improve renewal visibility and decision-making.
• Support broader Renewals planning through data and operational insights related to account segmentation, capacity and resource planning, territory alignment, and strategic account prioritization.
• Partner cross-functionally with Renewals, Sales, Customer Success, Finance, Deal Desk, Order Management, Sales Operations, and Business Systems to resolve operational challenges and improve the end-to-end renewal experience.
• Build a high-performing team that excels at today's operational requirements while developing the analytical, technical, and business capabilities needed to support the continued evolution of Renewals Operations.
• Perform additional duties as required.

Candidates must be based in the Detroit area. Candidates residing within 45 miles of Detroit will follow a hybrid work model and are expected to work from the Detroit office 2–3 days

per week.

• 5+ years of professional experience in renewals operations, sales operations, revenue operations, deal operations, finance, order management, or a related SaaS operational function.
• 3+ years of people leadership experience, with demonstrated success building, developing, and leading high-performing operational teams.
• Experience managing transaction-oriented or case-based operations where accuracy, responsiveness, service levels, and execution are critical.
• Strong understanding of pricing, quoting, contracting, and deal support processes, preferably within a SaaS or recurring-revenue business.
• Experience using Salesforce or a comparable CRM platform, with a strong understanding of how systems, processes, and data work together to support business operations.
• Advanced analytical skills with the ability to identify trends, measure performance, diagnose operational issues, and translate data into actionable business recommendations.
• Demonstrated experience improving processes through automation, technology, analytics, or operational redesign.
• Strong interest in applying AI and emerging technologies to improve productivity, accuracy, decision-making, and employee experience.
• Proven ability to establish and manage operational KPIs, service levels, reporting, and performance rhythms.
• Ability to manage competing priorities and lead effectively in a fast-paced, deadline-driven, mission-critical environment.
• Excellent written and verbal communication skills, including the ability to communicate effectively with both operational teams and senior business leaders.
• Demonstrated ability to influence and work cross-functionally across Sales, Customer Success, Finance, Deal Desk, Order Management, Business Systems, and other business functions.
• Strong problem-solving skills with the ability to balance immediate operational needs with longer-term opportunities for transformation and scale.
• A builder's mindset with a passion for developing people, simplifying complexity, and continuously improving how work gets done.

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance.
• Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.
• You'll get to work at the forefront of innovation with Dynatrace Intelligence, the industry's first agentic operations system. Bringing together deterministic and agentic AI, it helps teams understand what's happening, why it matters, and what to do next automatically.
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.

The base salary range for this role is $125K - $150K (plus, bonus potential). When determining your salary, we consider your experience, skills, education, and work location.
Our total compensation package includes unlimited personal time off, an employee stock purchase plan, and a reward system. We also offer medical/dental benefits and a company-matched 401(k) plan for retirement.

All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected]. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law. To be considered for this position, please upload your resume/CV.