Client Operations Specialist - Renewals | Remote, USA

Optiv • Overland Park, KS

1d • Remote

About The Position

The Client Operations Specialist - Renewals (COS-R) is a sales support role assisting the Client Managers / Client Directors with management of their recurring renewal business. COS-R supports the renewal and maintenance contracts business-related to outside sales by proactively generating price quotes, processing orders, assisting with customer inquiries, problem-solving, and issue resolution. This individual may also interact directly with clients to facilitate the sales cycle in the absence of the Client Manager / Client Director. This crucial role interacts with manufacturing partners, internal business partners, and outside clients in a fast-paced support atmosphere. The COS-R supports the Client Manager / Client Director gross margin objectives by allowing the Client Manager / Client Director more time to be in the field with face-to-face meetings, recommending the best pricing strategy, and assisting in the sale of a master renewal program within the client base.

Requirements

• Two or more years of experience in Business-to-Business Sales/Client Services role required.
• Intermediate level experience with Microsoft Office; specifically, Microsoft Outlook, Word, and Excel.
• Internet navigation required.
• Prior experience in Client Relationship Management software (CRM) required
• Proven ability to prioritize multiple tasks in a fast-paced environment required
• Ability to work in a sales partnership setting, where workflow is determined by incoming requests required
• Ability to build relationships and trust with internal and external partners/clients
• Ability to prioritize tasks to align with deadlines
• Superior organizational skills, independent judgment, and functional arithmetic skills

Nice To Haves

• Associates Degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience preferred
• Prior experience with managing renewal contracts preferred
• Two years of experience in technical or information technologies industry preferred
• Salesforce.com experience preferred

Responsibilities

• Support assigned Client Managers / Client Directors by proactively monitoring existing renewal business with a timely generation of quotes, validation of service contracts, auditing, and management of all aspects of the renewable pipeline using Salesforce.com
• Provide excellent client service and communication via available tools and resources.
• Respond quickly and accurately to requests from internal business functions as well as outside clients and partners
• Coordinate & advise Client Manager, Client Director & Clients to explore various opportunities: upsell level of services support, authorized support, multi-year contracts, technology refreshes (EOL/EOS), co-term contracts in combination with various partner technologies
• Make strategic and competitive pricing recommendations utilizing various pricing tools to maximize Optiv’s profit margins
• Coordinate with the client management team to identify upsell/cross-sell opportunities, negotiate discounts with vendors and distributors, and strategize ways to increase value for clients while maximizing margins
• Select probability for forecasting based on Client Manager/Client Director direction. Provide ongoing forecasting assistance as needed
• Manage maintenance contracts and asset tracking for clients
• Prepare and submit accurate orders for purchasing
• Provide system reporting to the Client Manager/Client Director, operations, and management upon request
• Act as a liaison between Client Manager/Client Director and Optiv internal business units
• As needed and upon request, participate in client meetings, including but not limited to: Quarterly Business Reviews (QBR), planning, & touch-point meetings
• Facilitate the completion of client requested documentation, including RFPs, supplier forms, and other nonstandard documents
• Collaborate with internal teams to share best practices, ideas, training, that support Optiv’s culture and core values
• Build a professional relationship with assigned Client Manager / Client Director so as to reflect Optiv's Core Values
• Proactively follow-up with clients/manufacturers/distributors/Client Managers/Client Directors other to ensure the sales cycle and the client needs are met
• Participate in corporate compliance training, operations/systems improvements, user-acceptance testing, and personal career development activities.
• Develop and maintain product and industry knowledge
• Maintain account health through data integrity, credit standing, etc
• Actively volunteer to complete tasks on behalf of peers that are out of the office
• Leverage client-facing tools to enable enhanced self-service capabilities for clients.
• Perform other duties as assigned

Benefits

• A company committed to our inclusive value through our Employee Resource Groups
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree