Customer Relationship Manager

6 days ago

Sydney, New South Wales, Australia beBeeRetention Full time $110,000 - $130,000
Job Title

Renewal Specialist is responsible for managing existing customer relationships in order to retain and grow the customer base.

  • This role executes in line with business strategies and initiatives to increase revenue from customer retention sales and meet key performance indicators (KPIs) for tech refresh, add-on, and renewals sales.

Key Responsibilities
  1. Work closely with client executives and account managers to determine customer relationship strategies and identify opportunities for retention.
  2. Own the customer relationship management process and support retention sales within specific areas of expertise (renewal, tech refresh, keystones, cloud subscriptions, etc.).
  3. Oversee the creation and maintenance of retention opportunities.
  4. Maintain and grow retention rates (including on-time renewal and in-quarter renewal rates, tech refresh, keystones, cloud subscriptions, etc.) and discount governance.
  5. Establish profitable relationships with channel partners, customers, and account teams with a focus on retention, identifying opportunities for upselling and minimizing churn.
  6. Design, scope, and prepare customer proposals within assigned areas of expertise (aligned to specialty).
  7. Own the quoting process and quote quality for core renewals, tech refresh, managed services (Keystones), and cloud renewals; collaborate with the NetApp quoting team to ensure quality, timeliness, and accuracy of quotes.
  8. Serve as a subject matter expert and provide technical advice related to customer proposals/quotes to help address customer and channel partner queries; provide advice on compliance matters and policies.
  9. Engage with channel partners to progress retention opportunities through the sales cycle;
  10. Educate channel partners on the customer relationship management process and opportunity management process;
  11. Attend customer/partner escalations related to retention sales and/or customer relationship matters and engage with cross-functional teams to seek resolution.

Requirements
  • Hands-on experience as a renewal specialist in storage or similar IT space.
  • 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 to drive insights, and execute.
  • Has strong communication and organizational skills.
  • Interacts and collaborates with cross-functional teams across time zones and cultures.

Keywords: Retention Sales Renewal Tech Refresh Keystones Cloud Subscriptions Customer Relationship Management Channel Partners Subject Matter Expertise

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