Renewals Specialist

Job Description

Responsibilities

• Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates.
• Manages SalesForce (SF) Opportunity queue to ensure SLAs and quality metrics are consistently met. Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. Stays up to date with correct stage listed in SF for status for each opportunity and enter notes where appropriate so all parties involved know the status. Process signed contracts and purchase orders when obtained. Close opportunities confirming all pricing is accurate and all applicable documents are in the deal summary.
• Conduct complex account, contract and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. This entails working closely with Sales, Customer, Overlay, and Design Engineer to verify asset accuracy.
• Obtain maintenance pricing that follows Carousel and partner negotiated discounts.
• Engage directly with manufacturers to obtain competitive pricing/special bids when applicable
• Generates pre-sales and renewal contracts for maintenance and/or service offers. This entails obtaining customer contact info and key information, creating a Statement of Work based on input from the Account Executive (AE) and/or Design Architect, and updating contract with pricing and terms. Provide support to the AE for any customer required changes and/or updates.
• Quarterback the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. Escalate issues when necessary.
• Attend customer calls as requested.
• Ensure on time closure of maintenance agreements.
• Assist collections in resolution of customer invoicing questions and disputes.
• Work with Accounting department to request and process credit requests
• Serve as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis.
• Achieve sales objectives, productivity requirements, and other key performance indicators as determined by sales management

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