Retention Specialist

1 week ago

Sydney, Australia NetApp Full time

Job Summary

As a Retention Specialist at NetApp, you will be responsible for the install base management of existing customers in the effort to retain (as primary focus) and grow customer base. This 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
- Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities;
- Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.);
- Oversee the retention opportunity creation and hygiene
- Maintain and grow retention 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 retention, 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, timliness and accuracy of quotes

policies
- Engage with the channel partners to progress retention opportunities through the sales cycle;
- Educate channel partners on the retention IB process and opportunity management process;
- Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolution

Education
- 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

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