Renewals Representative

In this position, you will be supporting all operational functions of the full Renewal Sales cycle. This includes interfacing, guiding, educating, supporting & transacting with Customers, Field Sales Reps, Inside Territory Account Managers, Channel Partners & Distributors on all levels of Renewal opportunities. This person will be the main point of contact for all Commercial/Mid-Enterprise Renewals in a specific assigned territory within the United States. Position located at HQ in Sunnyvale, CA.

Position Description

• Assist Customers, Sales, Partners & Distributors directly by phone & email with Security & Support (FortiGuard & FortiCare) license Renewals for both current and expired contracts
   
• Support and assist Customers, Sales, Partners & Distributors with full Renewal Sales cycle including:
  • Generating install base asset reports via the Renewal Tracking System, generate quotes, assist with re-quoting, create proactive upsell quotes, enforce management of Salesforce Renewal opportunities to assigned Sales Reps, assist with product refresh/upsell data & tracking, Trading up, ELA/ESA data support (Enterprise Agreements), EOS/EOL data (End of Support), RMA troubleshooting, general Renewal expertise knowledge share etc.
     
• Manage inbound renewal email alias to vet and complete requests within allotted SLAs
   
• Manage inbound Renewal inquiries via Lead record & inbound Renewal calls to corporate phone line
   
• Utilize Salesforce CRM, Renewal Tracking System, and FreshDesk Ticketing system daily along with all necessary applications to manage and optimize sales of Renewal opportunities
   
• Train new hire Sales reps on Renewal process & best practices on an as needed basis
   
• Cross functional/in person interaction on premises with HQ teams such as- Product Marketing, Finance, IT, Order Management, Customer Support, Enterprise Agreement team, Pricing, Marketing & Sales to ensure alignment on renewal processes
   
• Prioritize workload in order to meet all KPIs, goals and objectives. Staying proactive and productive throughout day on daily tasks and updating renewal opportunities
   
• Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings
   
• Quota carrying position tied to territory Renewal goals

Skill Requirements

• Intermediate level of expertise using Salesforce, MS Excel, MS Word & MS PowerPoint
   

• Must have an effective, confident and professional demeanor in conducting telephone and email communications

• Extremely high attention to detail, analytical & comfortable in a numeric/data driven environment