Carousel Industries

Director of Service Contracts and Renewals

Posted Date 1 week ago(3/26/2020 12:24 PM)
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Company Overview

Blending customer advisory, customer support, and customer experience, Carousel’s supercharged Customer Success Obsessed mission goes beyond any one IT function. Rather, it’s a mindset, a mantra, and a company-wide drive to bring extreme technology value to Carousel customers—so they can bring value to theirs.


With deep expertise across a vast portfolio of technologies, including security, unified communications and collaboration, data center, networking, managed services, and cloud solutions, Carousel can design, implement, and support solutions tailored to meet the unique needs of each customer. By offering professional and managed services with flexible deployments in the cloud, Carousel ensures customers achieve agility and use technologies in the way most effective for their business.


A legion of 1,300, the Carousel team has been committed to the art of customer success for its more than 6,000 highly satisfied customers since 1992. The company has been recognized by multiple publications and industry consortiums as a top technology integrator and managed services and cloud solution provider—including the Inc. 500/5000, Healthcare Informatics 100, and CRN MSP Elite 150. Headquartered in Exeter, RI, the company has offices across the United States and internationally—with three Network Operations Centers. To learn more, visit



The ~50 person Contracts & Renewals team operates within the Customer Success organization and partners with Sales, Sales Support, Operations, Manufacturers, and Customers to develop, execute, and manage Carousel’s renewal portfolio strategy and tactics. The Director, Contracts & Renewals is responsible for ensuring flawless and consistent execution and coordination of activities aimed at renewing Carousel’s global recurring revenue for multiple products and verticals.  Team activities include but are not limited to:  Asset and Support/Maintenance Management, Contract Development & Execution, Renewal and Financial Consulting, Renewal Tracking and Communication, and Renewal Quote Generation. 

This leadership role requires a high degree of comfort in using data to drive results and communication of those results to Carousel’s Sr Leadership.  The position reports directly to the VP of Customer Success and will be located in Carousel’s Corporate Headquarters in Exeter, RI.

Essential Duties and Responsibilities:

  • Lead, motivate and develop a team of Service Contract & Renewals Specialists across all offerings to achieve targeted renewal, accuracy, turn-around-time, milestone, employee engagement, and productivity goals
  • Establish a data-driven culture of continuous improvement that incorporates the use of data to evaluate and improve effectiveness including but not limited to increasing renewal rates, effective asset management, contract / system accuracy and timeliness, and productivity efficiencies.
  • Develop and rollout objectives, goals, strategies and initiatives that maximize customer value and satisfaction and allows accurate evaluation of individual and team performance.  Remove roadblocks and barriers that negatively impact performance.
  • Contribute to and assist in executing the larger Carousel renewal strategy and lead the annual renewal planning process, including the calculation of annual renewal rates, annual recurring revenue targets, team quotas and accelerators
  • Serve as an authoritative source knowledge for Carousel’s Renewal Portfolio and set field expectations for the team of Renewals Managers
  • Accurately maintain/update a rolling forecast of Carousel’s global recurring revenue and communicate any renewal risk to internal resources in order to develop resolution strategies
  • Develop and execute win/win negotiation strategies for small, medium and large account contract renewals that maximize contract value while protecting and enhancing customer trust
  • Collaborate with internal resources such as Product Management, Customer Success, and Account Executives to develop comprehensive 'win' strategies for renewals
  • Establish and govern team adherence to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting
  • Achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue via up-sells, cross-sells and add-ons


  • Exemplifies initiative, intelligence, strong attention to detail, and integrity in striving for continuous improvement.
  • The successful candidate must be intellectually curious and inspire team members to think creatively and own their outcomes.
  • Extensive experience attracting, managing, coaching and retaining high performing team members.
  • Demonstrated track record of creative problem solving.


  • Minimum ten years of experience in managed services or service contract leadership role.
  • Experience in the Unified Communications or data industry or other technology field strongly preferred
  • Lean Six Sigma experience, Green Belt certification or higher.
  • Possess strong analytical and quantitative skills
  • Knowledge of Salesforce required
  • Communicate effectively and confidently with label sales and executives, as well as account teams
  • Understand how to present data clearly – orally, in writing, and in presentations
  • Be organized and handle multiple projects simultaneously
  • Have to have a “customer service” mentality to ensure the needs of labels, accounts and senior management are met in a timely and satisfactory manner
  • Be a team player

Carousel Industries is an Equal Opportunity Employer:  Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.


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