Renewals and Customer Success Representative

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Renewals and Customer Success Representative, Madrid

Client: Sentrium

Location: Madrid, Spain

Job Category: Other

EU work permit required: Yes

Job Reference: 601824568712311603232460

Job Views: 2

Posted: 27.02.2025

Expiry Date: 13.04.2025

Job Description:

We are looking for a Professional and Passionate Renewals and Customer Success Representative with experience in managing a variety of renewals as well as a deep understanding of customer service, to join our rapidly expanding sales team. You should have extensive knowledge of dealing with both large corporations as well as SMBs across multiple countries. This is a fantastic opportunity to join a fast-moving software company that is currently enjoying exceptional growth. Our rapid expansion is testament to the fact that we are successful at delivering world-class solutions, backed by outstanding customer service, at a highly affordable price.

The main focus of the role involves renewing maintenance contracts for the company, reducing churn, maintaining steady customer retentions, and managing a high volume of contracts to ensure an on-time or early renewal. You will be expected to grow support contract revenue through renewing, upselling, and reinstating maintenance support contracts and achieving renewals quotas. This position drives revenue through understanding our install base, managing customer entitlement, renewals opportunity pipeline, forecasting, and quotes to meet customer requirements. The role has a direct impact on building our revenue stream both by ensuring our customers' continued and expanded interest in VyOS and by enhancing our relationships with those customers. There is strong collaboration with the field sales and finance teams as it relates to account strategy for each client. The ability to spot upsell and new business opportunities is equally important.

Under the leadership of the Head of Sales, you will be responsible for managing the entire renewal sales process from beginning to end.

Responsibilities:

1. Meet renewal targets as defined via the quota setting process ensuring contracts are renewed prior to expiration.
2. Manage and engage on a daily basis on the support contract renewal quotes ensuring delivery of quotes to customers and partners with a minimum of 90 days before expiration; proactively communicate with internal teams to ensure that renewal quotes and orders are processed accurately and on time; assist in entitlement and quote modifications where needed.
3. Negotiate with customers on price, discounts, reinstatement fees, and cost.
4. Manage and update support renewals opportunity pipeline in HubSpot and other CRM tools when needed, through the sales cycle, and accurately forecast anticipated renewal dates.
5. Proactively manage and prioritize monthly and quarterly renewal activities; track and report on renewal activities.
6. Verify the data integrity of all quotes, purchase orders, and invoices and work with other internal teams to drive data cleanup where needed.
7. Develop and manage customer relationships, positioning the value of the support, proactively upselling support products, responding to customer and channel partners’ inquiries about the renewal of the support contracts.
8. Identify “at-risk” renewal customers early in the cycle and define issues inhibiting a successful, timely renewal; ensure high volumes of customer retention and provide updates to management during regular reviews.
9. Work closely with the sales team to understand account strategy, collaborate on upgrades/refresh, and avoid conflicts.
10. Analyze/review install base for large complex renewals as part of the renewal process providing reports as needed to customers.
11. Identify and communicate risk within the business.
12. Deliver key enablement content (i.e., welcome brochure, contract schedule, etc.) to customers throughout the renewal process.
13. Participate actively in training, coaching, education, and learning sessions; meet all administrative requirements.
14. Collect client satisfaction quotations, comments, and reviews.
15. Carry out regular call-out activities to the installed base.

Desired Skills And Experience:

1. Minimum 3 years sales experience in the maintenance and support renewal process.
2. Minimum of 3 years IT experience, preferably in Cyber Security.
3. Highly organized with strong interpersonal & communication skills.
4. Must be motivated, flexible, and a self-starter, competitive, and driven to succeed.
5. Skilled in organization and time management.
6. Excellent written and verbal communication skills.
7. Ability to work independently and in a cross-functional team environment ensuring collaboration with field sales as appropriate.
8. Solid decision-making skills and ability to show good judgment when necessary; customer-focused.
9. Proficient in Microsoft and/or Google productivity tools.
10. HubSpot, NetSuite, or Salesforce experience required.
11. Must be high energy, self-motivated, and customer-driven.
12. Experience of working in a focused/determined sales environment and dealing with the associated pressure of delivering against targets.
13. Must be a team player.
14. Display deep understanding of customer needs for customer retention and satisfaction.