Client Operations Specialist – Renewals

📋 Description

• Assist Client Managers and Client Directors in the Great Lakes region by proactively overseeing ongoing renewal business, generating quotes promptly, validating service contracts, auditing, and managing all elements of the renewable pipeline utilizing Salesforce.com.

• Deliver outstanding client service and communication through available tools and resources.

• Respond swiftly and accurately to inquiries from both internal business functions and external clients and partners.

• Coordinate and advise Client Managers, Client Directors, and clients to explore various opportunities, including upselling service support levels, authorized support, multi-year contracts, technology refreshes (EOL/EOS), and co-term contracts in conjunction with different partner technologies.

• Provide strategic and competitive pricing recommendations using various pricing tools to enhance Optiv’s profit margins.

• Collaborate with the client management team to identify upsell and cross-sell opportunities, negotiate discounts with vendors and distributors, and devise strategies to increase client value while optimizing margins.

• Supply information on maintenance contracts and asset tracking upon request.

• Accurately prepare and submit orders for purchasing.

• Offer system reporting to Client Managers, Client Directors, operations, and management as needed.

• Serve as a liaison between Client Managers, Client Directors, and internal business units at Optiv.

• Facilitate the completion of documentation requested by clients, including RFPs, supplier forms, and other nonstandard documents.

• Collaborate with internal teams to share best practices, ideas, and training that align with Optiv’s culture and core values.

• Cultivate a professional relationship with Client Managers and Client Directors that reflects Optiv's Core Values.

• Proactively follow up with clients, manufacturers, distributors, Client Managers, and Client Directors to support the renewals sales cycle.

• Participate in corporate compliance training, operational and systems improvements, user-acceptance testing, and personal career development activities.

• Develop and maintain knowledge of products and industry trends.

• Ensure account health through data integrity, credit standing, and more.

• Actively offer to complete tasks for peers who are out of the office.

• Carry out additional duties as assigned.

⛳️ Requirements

• An Associate's Degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of relevant experience and/or training; or a combination of education and experience preferred.

• A minimum of two years of experience in a Business-to-Business Sales or Client Services role is required.

• Previous experience managing renewal contracts is preferred.

• Intermediate proficiency in Microsoft Office, specifically Outlook, Word, and Excel.

• Internet navigation skills are required.

• Two years of experience in the technical or information technology industry is preferred.

• Prior experience with Client Relationship Management (CRM) software is required.

• Experience with Salesforce.com is preferred.

• A demonstrated ability to prioritize multiple tasks in a fast-paced environment is required.

• Capability to work in a sales partnership setting, where workflow is determined by incoming requests is required.

• Strong ability to build relationships and trust with both internal and external partners/clients.

• Capacity to prioritize tasks effectively to meet deadlines.

• Excellent organizational skills, independent judgment, and functional arithmetic abilities.

🏝️ Benefits

• A company dedicated to our inclusive values through Employee Resource Groups.

• Work/life balance.

• Access to professional training resources.

• Opportunities for creative problem-solving and tackling unique, complex projects.

• Volunteer Opportunities: "Optiv Chips In" encourages employees to engage with their teams and communities through volunteering.

• Necessary technology and resources to work productively from home (where applicable).