Customer Retention Manager

1 week ago

Melbourne, Victoria, Australia NetApp Full time

Job Title: Retention Specialist

About the Role:

We are seeking a skilled Retention Specialist to join our team at NetApp. As a key member of our sales team, you will be responsible for managing our existing customer base and driving revenue growth through retention sales.

Key Responsibilities:

  • Work closely with Client Executives and Customer Success Managers to develop account strategies and identify retention opportunities.
  • Own the installation base management process and support retention sales within your specialty.
  • Oversee the creation and hygiene of retention opportunities.
  • Maintain and grow retention rates, including on-time and in-quarter renewal rates, tech refresh, and cloud subscriptions.
  • Establish profitable relationships with channel partners, customers, and account teams, focusing on retention and upselling opportunities.
  • Design, scope, and prepare customer proposals within your assignment, aligned to your specialty.
  • Own the quoting process and quote quality for core renewals, tech refresh, managed services, and cloud renewals, collaborating with the NetApp quoting team.
  • Provide technical advice and support to customers and channel partners, addressing queries and ensuring compliance with policies.
  • Engage with channel partners to progress retention opportunities through the sales cycle, educating them on the retention installation base process and opportunity management.
  • Attend 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 excellent customer service skills.
  • Ability to understand and communicate technical solutions and selling concepts.
  • Strong ability to use data to drive insights and execute.
  • Strong communication and organizational skills, with the ability to interact and collaborate with cross-functional teams across time zones and cultures.

What We Offer:

At NetApp, we value our employees and offer a dynamic work environment, opportunities for growth and development, and a competitive compensation package.

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