Renewals Specialist
About The Position
The Customer Experience Renewal Specialist owns and implements a portfolio of Cisco product and service renewal contracts across an assigned customer account. The role works with customers, partners, and Cisco teams to understand customer requirements and objectives, develop renewal strategies, secure timely contract closures, and minimize renewal risk and financial attrition. It applies negotiation strategies and coordinates cross-functional resources across Cisco and partner organizations to support each renewal. Within Cisco’s Customer Experience organization, the specialist analyzes customer environments, industries, market impact, and Cisco’s footprint; implements policies for forecasting and data quality; and learns customer and partner procurement processes and CRM tools such as Salesforce.com. The role also develops consultative selling skills and implements win-back strategies for inactive customers. It supports renewal contracts for small, low-complexity accounts, assists Account Managers with negotiations, and monitors quote creation to mitigate contract closure risks.
Requirements
- Bachelor’s degree or equivalent experience.
- At least 5 years of experience developing end-to-end renewal cycles, including upsells and timely contract closures for assigned accounts, or at least 5 years managing customer success motions and delivering collaboration customer experience outcomes for assigned accounts.
- Experience with Sales/Business Development/Renewals handoffs.
- Experience implementing renewal contracts for products and services on small accounts with low complexity.
- Experience supporting Account Managers in negotiations to drive the integrity of the renewal portion of an agreement.
- Experience supervising quote creation progress to mitigate contract closure risks.
Nice To Haves
- Excellent verbal communication skills by telephone or video and written communication skills by email and chat.
- High attention to detail and ability to handle a large volume of accounts, tasks, and responsibilities.
- Strong customer service, listening, and presentation skills.
- Previous experience working with Salesforce.com (SFDC).
- Sales or Sales Support experience, including direct customer and partner experience and the ability to navigate internal, highly matrixed account teams.
- Experience driving customer relationships, pipeline, forecasts, and new prospects.
Responsibilities
- Own and implement a portfolio of Cisco product and service renewal contracts for assigned customer accounts.
- Work with customers, partners, and Cisco teams to understand customer requirements and objectives and develop end-to-end renewal strategies.
- Drive renewals to timely closure while minimizing renewal risk and financial attrition.
- Coordinate cross-functional Cisco and partner resources to secure renewals.
- Analyze customer environments, industries, market impact, and Cisco’s footprint.
- Implement policies that support forecasting, data quality, and accuracy.
- Build understanding of customer and partner procurement processes and use CRM tools such as Salesforce.com.
- Implement win-back strategies for inactive customers.
- Implement renewal contracts for products and services on small, low-complexity accounts.
- Support Account Managers in negotiations to protect the integrity of the renewal portion of agreements.
- Supervise quote creation progress to mitigate contract closure risks.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k) plan with Cisco matching contribution
- Paid parental leave
- Short- and long-term disability coverage
- Basic life insurance
- Paid holidays
- Floating holiday for non-exempt employees
- Paid birthday day off
- Paid year-end holiday shutdown
- Personal wellness days
- Paid vacation or flexible vacation time off, depending on employee classification
- Sick time off
- Additional paid time away may be requested for critical or emergency family issues
- Optional paid volunteer days
- Annual bonuses for eligible non-sales roles
- Performance-based incentive pay for employees on sales plans
- Potential grants of Cisco restricted stock units, subject to eligibility and vesting terms
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
