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Renewal Specialist
Singapore, Singapore, SingaporeAbout NetApp
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Job Summary
Renewal Specialist is responsible for install base management of the existing customers in the effort to retain (as primary focus) and grow customer base. The role executes in line with GTM strategies and initiatives to grow revenue generated from customer renewal (install base) sales and meet KPIs for in-quarter renewal rates, in-quarter retention rates, discount percentages, and asset disposition.
Job Responsibilities
• Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify Renewal opportunities
• Own IB management process and support IB Renewal sales within their IB Renewal specialty (renewal, tech refresh, keystones, cloud subscriptions etc.)
• Oversee the Renewal opportunity creation and hygiene
• Maintain and grow Renewal rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance
• Establish profitable relationships with the channel partners, customers, and account teams with the focus on Renewal, identifying opportunities for upselling and minimizing churn;
• Design, scope, and prepare customer proposals within their assignment (aligned to specialty)
• Own quoting process and quote quality for core renewals, tech refresh, managed services (Keystones), and cloud renewals; collaborate with NetApp quoting team to ensure quality, timeliness and accuracy of quotes
• Serve as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policies
• Engage with the channel partners to progress Renewal opportunities through the sales cycle
• Educate channel partners on the Renewal IB process and opportunity management process
• Attend customer/partner escalations related to Renewal sales and/or IB matters and engage with cross functional teams to seek resolution
Key Requirements
• 1-3 years of experiences in Renewal sales or relevant
• A Bachelor of Science Degree in Computer Science, Electrical Engineering or related field
• Aptitude and readiness for learning and understanding new technologies.
• Creativity in problem-solving and good customer service skills
• Forecast opportunity closure based on interactions with customers, partners, and distributors
• Ability to understand and communicate technical solutions and selling concepts.
• Strong ability to use data to drive insights, and execute
• Has strong communication and organizational skills
• Interacts and collaborates with cross functional teams across time zones and cultures
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