Hiring! - renewal specialist
Innovatia is an industry-leading knowledge management company with expertise in the information technology, telecommunications, and energy sectorsWe provide our customers, including some of the world`s most successful fortune 500 and fortune 1000 companies, with end-to-end knowledge solutions including technical documentation solutions, training, technical support, information auditing, and consultation.
Innovatia technical services inc(itsi) a wholly owned subsidiary of innovatia incAre looking for a renewal specialist that can provide top notch remote technical service to itsi`s client customer baseCustomer satisfaction is our purpose, and this is a high touch environment in which continual customer interaction is the normSuccessful candidates will join an established team of highly skilled technical support professionals with continued opportunity for personal growth and advancement.
Essential duties and responsibilities:
Responsible for large and/or more complex renewal and net new projects and more complex multisite pricing requests which require a high degree of cross product or in-depth solution knowledge as well as a greater degree of partnership with internal and external stakeholders and customers.
Actively manages 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 sales force opportunity queue to ensure slas and quality metrics are consistently metEnsures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for both net new and renewal opportunitiesStays up to date with correct stage listed for status for each opportunity and enter notes where appropriate so all parties involved know current statusProcess signed contracts and purchase orders when obtainedClose opportunities confirming all pricing is accurate and all applicable documents are in the deal summary
Identifies, verifies, and updates customer asset lists for upcoming maintenance and subscription service renewals and for internal/external asset reconciliation requestsThis entails pulling all internal and external asset records for asset verificationWork closely with account executive, customer, operations, and solutions architects/engineers to verify asset accuracy.
Actively manages the approved invoice queues, driving payments; thereby, increasing renewal rates and meeting metric goals.
Obtain maintenance pricing that follows carousel and partner negotiated discounts.
Review manufacturer published service announcements and advise sales and clients on future product replacement opportunities.
Review client`s service level agreements compared to industry best practices to advise clients on areas of vulnerability and cost savings.
Generates pre-sales and renewal contracts for all maintenance service offersThis entails obtaining customer contact info and key information, creating a statement of work based on input from the account executive and/or design engineer, and updating contract with pricing and termsProvide support to the ae for any customer required changes and/or updates.
Coordinates and supports gathering all asset and pricing quotes for rfps that utilize additional solutionsGenerates all-inclusive contract that include all utilized solutions.
Work with internal departments to provide customers with a consolidated support proposal.
Participate on the subject matter expert email distribution list answering questions coming in from customers in a timely fashion (24 hours), guiding and advising them to obtain answers, and providing requested items such as site lists (active contracts list by customer with pricing) and invoice requests.
Quarterback the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely mannerEscalate issues when necessary.
Act in a day-to-day leadership role by providing support to the team.
Assist with training programs for all new hires and any new process changes and implementation.
Actively search for ways of improving process across the department to increase productivity.
Assist management with monthly reporting and metrics.
Non-essential duties and responsibilities:
Assist with miscellaneous projects as needed (i.eCustomer spreadsheets, updating and organizing files, etc.)
Performing a variety of administrative tasks as need to support the department.
Perform other duties as assigned.
Bachelor`s degree or equivalent combination of education and work experience.
Previous work experience in a communications or business environment for a minimum three years.
Knowledge of cisco services required
Quick learner with excellent comprehension skills.
Excellent verbal and written communication skills.
Strong organizational and time management skills.
The ability to work independently and under pressureStay focused and organized from start to project end.
Strong working knowledge of salesforce, microsoft office suite, especially excel, word, and outlook.
Experience with salesforce, or powerbi experience a plus.
Ability to manage multiple projects with competing priorities and deadlines.
Excellent troubleshooting skills and technology savvy with strong pc knowledge
Benefits at innovatia:
Employee wellness program with focus on mental health of employee
Robust reward and recognition programs
Ample growth and learning opportunities
Comprehensive health insurance policy
Company profit share program
We thank all candidates for your interest, however, only those selected for an interview will be contacted.
At innovatia we are building and leveraging a best-in-class global workforce that embraces diversity, equity, and inclusionInnovatia is an equal opportunity employer
Employer reviewed job 6 days ago
Posted 26 days ago