Renewal Specialist
- North Sydney, NSW
- Permanent
- Full-time
- Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities
- Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.)
- Oversee the retention opportunity creation and hygiene
- Maintain and grow retention rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance
- Establish profitable relationships with the channel partners, customers, and account teams with the focus on retention, identifying opportunities for upselling and minimizing churn
- Design, scope, and prepare customer proposals within their assignment (aligned to specialty)
- Own quoting process and quote quality for core renewals, tech refresh, managed services (Keystones), and cloud renewals; collaborate with NetApp quoting team to ensure quality, timliness and accuracy of quotes.
- Serve as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policies
- Engage with the channel partners to progress retention opportunities through the sales cycle;
- Educate channel partners on the retention IB process and opportunity management process;
- Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolution
- Hands on experience as renewal specialist in storage or similar IT space
- Aptitude and readiness for learning and understanding new technologies.
- Creativity in problem-solving and good customer service skills
- Ability to understand and communicate technical solutions and selling concepts.
- Strong ability to use data to drive insights, and execute
- Has strong communication and organizational skills
- Interacts and collaborates with cross functional teams across time zones and cultures