Customer Experience Renewals Specialist

What You'll Do

The Customer Experience Renewals Specialist (individual contributor) role is a highly visible, strategic position to empower key customers to continue to transform their business and meet their objectives through Cisco solutions.

You will be accountable for owning and executing a portfolio of renewal contracts of Cisco products and services across an assigned customer account base. RM's work with customer executives, partners and across Cisco teams to develop a holistic, deep view of customer requirements and objectives and define a strategy to drive renewals to timely closure, as well as minimize renewals risk and financial attrition. You will bring proven understanding of negotiation strategies and orchestrate cross-functional resources across the company and with partners to provide a unified path to secure every renewal.

Key responsibilities and activities include:

- Drive CX Renewals motion with the customer for all renewal activities from opportunity identification to negation to close. Resources include Account team, Service sellers, Product specialists, CX Delivery, Customer Success, Asset managers, Cisco legal among others.

- Focus on selling the existing portfolio (Services, DNA and Security subscriptions) and new offers

- Renew, up-sell and close on-time contracts in assigned territory

- Increase sales penetration at existing accounts

- Understand customers’ and partners’ procurement process

- Supervise and report state of customer relationships, pipeline, and forecasts

- Supervise quote creation progress to mitigate contract closure risks.

- Maintain internal and external relationships in support of closing the sale

- Build deep relationships with customer executives and partners to understand objectives and accelerate their path to value

- Utilize data and insights from cross-functional resources to co-create the customer renewal sales strategy with the account team; play a key role in developing the coordinated account plan and success plan

- Understand the overall industry environment

- Attend and present at internal meetings with other company organizations that are necessary to perform duties; aid business development

- Monitor and report on market and competitor activities and provide relevant reports and information

- Analyze data and trends to identify growth opportunities

Who You'll Work With

This role resides in the Customer Experience organization, one of Cisco’s fastest growing teams that delivers profitable growth throughout the customer lifecycle with a series of selling motions to drive higher value and an efficient experience from Cisco solutions.

Who You Are

- Excellent executive level communication and presentation skills

- Process Specialist: Strong process leadership skills and financial acumen with the ability to successfully develop and implement policies for forecasting, data quality and accuracy

Required experience:

- You hold a BS/BA (or equivalent) plus 7+ years related sales experience and 2 – 3 years of experience handling HW and/or software renewals

- You have a consistent track record in delivering excellent results against pre-defined goals and targets

- You are driven, upbeat, self-starter

- Excellent social skills

- Excellent communications skills (both written and verbal) and the ability/affinity for building new relationships

- High degree of creative ability, analytical and business skills and independent judgment

- A strong knowledge of Cisco and general IT Service renewals would be preferred, as well as a wide appreciation of the IT market landscape

Why Cisco? 

At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.

Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. 

We are Cisco, and our power starts with you.