Title:  Renewal Specialist

Job Summary

The Retention 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 retention (install base) sales and meet KPIs for tech refresh, add-on, and renewals sales.

Job Requirements

• Negotiate all facets of renewal contracts and develop winning negotiation strategies that maximize contract value while enhancing the customer relationship and the value they are realizing from NetApp
• Identify customer needs and demonstrate account management capabilities to guide renewal closure
• Maintain an understanding of NetApp licensing and consumption models to provide both sales and customer assistance in licensing discussions
• Partner with Customer Success to monitor customer health metrics to identify risks
• Develop renewal risk mitigation strategies and guide appropriate actions with partner teams
• Work with the wider team to provide regular and accurate updates on renewal status to management and escalate when needed
• Own renewals forecast for assigned district and maintain an accurate and detailed opportunity pipeline 
• Engage customers in conversations around renewal readiness, timing, and general customer needs
• Partner with Customer Success team and connect with customers on multi-year contracts to ensure continued engagement and customer value realization
• Present renewal proposal(s) and options to customer and notify customer of upcoming contract expiration
• Lead the mechanics of the quote-to-close process, ensuring quote quality and timeliness
• Work with Field Sales, Services, Quoting Team, and Excellence teams to resolve complex issues regarding renewal opportunities 
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use

Skills, Competencies, & Requirements

• Aptitude and readiness for learning and understanding new technologies
• Creativity in problem-solving and good customer service skills
• Ability to understand and communicate technical solutions and selling concepts
• Strong ability to use data and drive insights, and execute
• Has strong communication and organizational skills
• Interacts and collaborates with cross functional teams across time zones and cultures