Job SummaryThe Renewal Specialist is responsible for install base management of existing customers with a primary focus on retention and growth. The role executes in line with GTM strategies and initiatives to grow revenue generated from customer retention (install base) sales and meet KPIs for tech refresh, add-on, and renewals sales.
Job RequirementsWork 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 channel partners, customers, and account teams with a 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 the NetApp quoting team to ensure quality, timeliness, 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 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.EducationHands-on experience as a 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.Strong communication and organizational skills.Ability to interact and collaborate with cross-functional teams across time zones and cultures. #J-18808-Ljbffr