Renewals Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Proactively manages the renewal process for medium and large customers, from the initial identification through to the renewal decision, ensuring a seamless flow and timely completion of renewals.

• Oversees the SalesForce (SF) Opportunity queue to consistently meet SLAs and quality metrics.

• Maintains adherence to proper processing standards, including accurate pricing, costs, and margins for all product lines related to opportunities.

• Keeps up to date with the correct stage in SF for each opportunity's status and enters notes as necessary to keep all parties informed.

• Processes signed contracts and purchase orders upon receipt.

• Confirms accurate pricing and completeness of all relevant documents in the deal summary prior to closing opportunities.

• Conducts thorough analysis of accounts, contracts, and record-keeping to present precise asset lists for upcoming maintenance renewals.

• Collaborates closely with Sales, Customer, Overlay, and Design Engineers to ensure asset accuracy.

• Secures maintenance pricing that aligns with Carousel and partner-negotiated discounts.

• Directly engages with manufacturers to obtain competitive pricing and special bids when applicable.

• Generates pre-sales and renewal contracts for maintenance and/or service offerings.

• Gathers customer contact information and key details, creates a Statement of Work based on inputs from the Account Executive (AE) and/or Design Architect, and updates contracts with pricing and terms.

• Provides support to the AE for any necessary customer changes and/or updates.

• Coordinates the consolidated contract/invoice request process driven by customer needs, ensuring timely collaboration from all teams involved.

• Escalates issues as needed.

• Attends customer calls upon request.

• Ensures timely closure of maintenance agreements.

• Assists the collections team in resolving customer invoicing inquiries and disputes.

• Collaborates with the Accounting department to request and process credit requests.

• Acts as the maintenance subject matter expert, aiding both internal and external customers with account and contract research and analysis.

• Meets sales objectives, productivity requirements, and other key performance indicators as set by sales management.

• Additional responsibilities for this role include, but are not limited to:

• Assisting with various projects as needed (e.g., customer spreadsheets, contract-related project research and analysis, file updates and organization, etc.).

• Performing a variety of administrative tasks to support the department as required.

• Carrying out other duties as assigned.

• Participating in team training sessions and adhering to existing process documentation.

⛳️ Requirements

• Bachelor's Degree or an equivalent combination of education and work experience.

• At least three years of prior experience in a communications or business environment.

• Quick learner with exceptional comprehension abilities.

• Strong verbal and written communication skills.

• Excellent organizational and time management capabilities.

• Ability to work independently and thrive under pressure.

• Maintains focus and organization from project initiation to completion.

• Strong proficiency in Microsoft Office Suite, particularly Excel, Word, Outlook, and CRM tools.

• Ability to manage multiple projects with competing priorities and deadlines.

• Exceptional troubleshooting abilities and technology-savvy with a solid knowledge of PCs.

• Working knowledge of Avaya services required (A1SR tool).

🏝️ Benefits

• Comprehensive Health Insurance policy.

• Employee Wellness Program with a focus on mental health.

• Robust reward and recognition programs.

• Company incentive programs available.

• Attractive leave policy, including Holiday Leave, Maternity Leave, Paternity Leave, Birthday Leave, Bereavement Leave, and Paid Leave for personal time off.

• Ample growth and learning opportunities.

• Remote work opportunities.

• Emphasis on work/life balance.

• Immigration Program supporting eligible employees in relocating to Canada.