Renewals Specialist

Avaya • Chicago, IL

2d • Remote

About The Position

As a Renewals Specialist, you are the technical bridge between "customer satisfaction" and "revenue growth." You aren't just processing renewals—you are a strategic "go-getter" who understands the technical DNA of our customers' environments. You will navigate complex software stacks, identify critical gaps in their Unified Communications (UC) and Contact Center (CC) ecosystems, and ensure our clients never miss a beat by articulating the high stakes of their maintenance and licensing coverage.

Requirements

• Solid background in Telecommunications, Unified Communications (UC), or Contact Center (CC).
• Comfortable with a high-activity cadence.
• Ability to create urgency by explaining the consequences of a lapsed contract without breaking the customer relationship.
• Ability to analyze legacy licenses and acquired technologies and piece together a coherent renewal strategy.
• 5+ Years of Experience
• Bachelor degree or equivalent experience
• Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
• Ability to communicate and use office technology effectively.

Nice To Haves

• Knowledge of the inner workings of Five9, Genesys, or similar competitors.
• Previous experience working with our partners, as a contractor in our ecosystem, or within a high-volume renewal environment is a massive plus.

Responsibilities

• Manage a high-volume portfolio (20–40 accounts per quarter), initiating engagement 120 days before expiration to ensure 100%+ retention.
• Support Global Account Managers on large accounts, and take the lead on Enterprise and "Rest of Market" accounts, identifying deficiencies (like missing 911 routing) and upselling additional services and licenses.
• Analyze complex software stacks across multiple releases and acquisitions to determine what needs renewing, what needs upgrading, and how to optimize the customer’s investment.
• Act as the "technical scout" for Account Managers, arming them with data-driven insights and technical advice to maximize account value.
• Lead Quarterly Account Reviews (QARs) to track usage, offer architectural guidance, and provide basic technical support to ensure the solution is delivering maximum ROI.
• Own the quoting and ordering process for renewals and mid-contract expansions that don’t require field sales involvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior