Renewal Specialist

Job Description:

Renewal Specialist

As a Renewal Specialist, you will play a pivotal role in maintaining and expanding customer relationships by proactively managing the renewal process for maintenance services contracts. This role combines strategic customer engagement, sales expertise, and collaboration across teams to ensure a seamless renewal process while driving revenue growth through renewals, upselling, and cross-selling opportunities.

• Renewal Management: Engage with customers whose contracts are nearing expiration, addressing objections, mitigating competitive risks, and ensuring a smooth renewal process.
• Revenue Growth: Identify upsell and cross-sell opportunities, recommend tailored solutions, and expand customer relationships in collaboration with Account Managers and Partner Account Managers.
• Customer-Centric Sales: Understand customer requirements and expectations to present customized solutions, pricing, and terms aligned with their needs.
• Forecasting & Pipeline Management: Provide accurate sales forecasts (weekly, monthly, and quarterly) while managing and prioritizing the renewal pipeline.
• Sales Operations Excellence: Accurately process quotes, legal documents, and transactions in Salesforce, ensuring all activity is tracked and records are updated.
• Customer Success Advocacy: Act as the voice of the customer by recommending products or services to enhance satisfaction, improve transaction quality, and drive loyalty.
• High-Volume Customer Interaction: Manage a high volume of customer contacts via phone and email daily, maintaining professionalism and a customer-first mindset during all interactions.
• Cross-Functional Collaboration: Build strong networks within Ciena’s ecosystem, including Account Teams, Customer Success, and Channel Partners, to optimize sales processes and avoid conflicts.

The Must Haves:
In today’s fast-paced market, the Renewal Specialist role aligns with evolving trends in customer lifecycle management, subscription-based services, and recurring revenue models. You’ll bring:

• Emotional Intelligence: Exceptional self-awareness, relationship-building skills, and an ability to navigate complex environments effectively.
• Data-Driven Decision Making: Familiarity with predictive analytics and customer health scoring to identify renewal risks and upsell opportunities.
• Tech-Savvy Sales Approach: Proficiency with automation tools, CRM platforms (Salesforce), and AI-driven insights to streamline workflows and improve efficiency.
• Customer Success Expertise: A deep understanding of customer retention strategies, including identifying churn risks and driving loyalty through personalized engagement.
• Adaptability to Emerging Trends: Awareness of subscription economy dynamics, competitive landscapes, and evolving customer expectations.

Assets:

• 2–3 years of experience in a customer service or sales capacity, with proven success in achieving individual and/or team sales quotas/goals.
• Fluency in written and spoken English is required
• Strong communication and interpersonal skills, with the ability to confidently engage Director-level and C-level contacts.
• Demonstrated aptitude for learning and optimizing new technology and data, including proficiency with MS Office programs and Salesforce or similar CRM systems.
• Proven ability to work collaboratively in cross-functional teams to solve complex problems.
• Persuasive and professional demeanor, especially in phone-based interactions.
• Strong organizational and time management skills, with the ability to multitask and prioritize effectively.
• Independent and proactive mindset, capable of resolving conflicts and driving results.
• High ethical standards, integrity, and humility, with a focus on teamwork and collaboration.

The annual total target compensation pay range for this position is $157,600 - $260,400 USD. This includes both base and incentive compensation.

This role is fully remote, allowing you to work from the comfort of your home or preferred location while utilizing standard office equipment such as computers and phones. The position may require up to 25% travel for occasional meetings, training, or customer engagements.