Customer Success & Renewal Specialist

Lancope; Alpharetta (GA); On-site; USD 50,000 - 70,000; Full time

Job summary

A technology company is seeking a Customer Success Representative in Alpharetta, GA. The role involves managing support contracts, ensuring customer retention, and driving maintenance revenue through renewals and sales opportunities. The ideal candidate will have 2-3 years of account management experience, strong negotiation skills, and a customer-focused approach. Expertise in Network and Security products and software licensing is a plus. This position offers an opportunity to develop long-term relationships with clients, contributing to ongoing business success.

Qualifications

• 2-3 years of account management experience.
• Strong customer focus and passion for helping customers succeed.
• Creative problem-solver with great attention to detail.
• Strong negotiation and objection-handling skills.
• Proactive and results-oriented, with strong prioritization skills.
• Excellent verbal and written communication skills.
• Experience with Network and Security products and technologies a plus.
• General understanding of software licensing a plus.
• Bachelor’s Degree from four-year college or university or equivalent experience.
• Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook) and Salesforce.com.

Responsibilities

• Protect and grow maintenance revenue stream in your territory.
• Drive maintenance renewal activities according to defined processes.
• Prepare renewal quotes for maintenance contracts within 120 days of expiration.
• Ensure timely and accurate maintenance renewals.
• Review and interpret contractual terms and conditions.
• Contact and follow-up with customers for timely maintenance renewal.
• Assist customers with product discrepancies in their install base.
• Coordinate with Territory Account Managers and Inside Sales Representatives.
• Prepare order packet for maintenance renewal processing and invoicing.
• Partner with field sales to save potentially lost maintenance renewals.
• Track contract non-renewal including reasons for cancellation.
• Prepare forecasts of maintenance renewal bookings.
• Position and sell professional services and training bundles.
• Uncover upsell and cross-sell opportunities for sales representatives.
• Establish a trusted adviser relationship with customers.
• Refine internal processes for efficient renewal management.

Job description

A technology company is seeking a Customer Success Representative in Alpharetta, GA. The role involves managing support contracts, ensuring customer retention, and driving maintenance revenue through renewals and sales opportunities. The ideal candidate will have 2-3 years of account management experience, strong negotiation skills, and a customer-focused approach. Expertise in Network and Security products and software licensing is a plus. This position offers an opportunity to develop long-term relationships with clients, contributing to ongoing business success.