Title: Renewal Specialist
Location:
Tokyo, Tokyo, JP, 104-0031
Requisition ID: 131621
Job Summary
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
Essential Functions
1. Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities;
2. Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.);
3. Oversee the retention opportunity creation and hygiene
4. Maintain and grow retention rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance;
5. Establish profitable relationships with the channel partners, customers, and account teams with the focus on retention, identifying opportunities for upselling and minimizing churn;
6. Design, scope, and prepare customer proposals within their assignment (aligned to specialty);
Job Requirements
Skills and competencies
7. 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
8. Serve as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policies
9. Engage with the channel partners to progress retention opportunities through the sales cycle;
10. Educate channel partners on the retention IB process and opportunity management process;
11. Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolution
Business Objectives
12. Successful execution on customer retention strategy to drive retention dollar outcomes
13. Maximize the customer retention potential
14. Improved retention rates (renewal, tech refresh, keystones, cloud subscriptions etc)
Key Performance Indicators
15. Dollar Retention Rate
16. IB Retention Rates including IQRR and OTRR, tech refresh rate
17. Discount governance
18. Aptitude and readiness for learning and understanding new technologies.
19. Creativity in problem-solving and good customer service skills
20. Ability to understand and communicate technical solutions and selling concepts.
21. Strong ability to use data to drive insights, and execute
22. Has strong communication and organizational skills
23. Interacts and collaborates with cross functional teams across time zones and cultures
Education
24. Bachelor's or Masters' degree.
25. Experience with Sales will be advantageous.