Storage Solutions Renewal Expert

7 days ago

Melbourne, Victoria, Australia NetApp Full time

Role Summary

This Renewal Specialist position at NetApp involves managing existing customer relationships to retain and expand the customer base. The role supports the company's growth by executing strategies and initiatives to grow revenue from customer retention sales, meeting key performance indicators for tech refresh, add-on, and renewals sales.

Key Responsibilities

  • Collaborate with Client Executives and Customer Success Managers to develop account install base strategies and identify retention opportunities.
  • Own the install base management process, supporting retention sales within designated areas of expertise.
  • Oversee the creation and maintenance of retention opportunities and their associated hygiene.
  • Manage and grow retention rates, including on-time and in-quarter renewal rates, tech refresh, keystones, and cloud subscriptions.
  • Establish profitable relationships with channel partners, customers, and account teams to focus on retention, upselling opportunities, and minimizing churn.
  • Design, scope, and prepare customer proposals aligned with specialty, ensuring quality, timeliness, and accuracy of quotes.
  • Provide subject matter expertise and technical advice for customer proposals and quotes, addressing customer and channel partner queries and providing compliance advice.
  • Engage channel partners to progress retention opportunities through the sales cycle and educate them on the retention IB process and opportunity management process.
  • Address customer/partner escalations related to retention sales and IB matters, collaborating with cross-functional teams to resolve issues.

Requirements

  • Hands-on experience as a renewal specialist in storage or a similar IT space.
  • Aptitude and readiness for learning and understanding new technologies.
  • Creativity in problem-solving and strong customer service skills.
  • Ability to communicate technical solutions and selling concepts effectively.
  • Strong data analysis and execution skills.
  • Effective communication and organizational skills, with experience interacting with cross-functional teams across time zones and cultures.

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