Renewals Manager

Network Solutions, Inc.; Indiana (PA); Hybrid; USD 65,000 - 95,000; Full time

Job summary

Network Solutions, Inc. is seeking a Renewals Manager to educate customers, process renewals, and improve renewal workflows. You will manage renewal pipelines, collaborate with Sales, and maintain accurate customer profiles in ERP systems to ensure timely access to services and rebates where applicable.

The role requires 2+ years in renewals or related customer-facing work, with a focus on accuracy, timely communications, and cross-functional collaboration to protect revenue and drive growth.

Qualifications

• Bachelor’s degree in Business Administration, Sales, Marketing, or related field preferred or equivalent experience.

Responsibilities

• Meet with customers to create service renewals and purchase orders to ensure timely closures before contract expiration.

Skills

Planning

Organization

Customer service

Contract management

Renewals

Analytical skills

Communication

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems (Cisco)

Quoting tools

Contract management systems

Job description

The Renewals Manager is responsible for:

• Educating customers
• Order/process renewals
• Improving processes

Key Measurables (KPIs):

This role is accountable for achieving and maintaining the following measurable results:

• Attach Rate
• Contract Completion and Purchasing Cycle Performance
• Renewals Operational Ticket Resolution (Custom & Purchasing)
• Overall Renewal Rate

Measurables may be reviewed and adjusted periodically to align with business goals.

Essential Job Functions & Expected Outcomes:

Product Renewals: 100% of the Job

• Meets with customers to create service renewals and purchase orders in a timely manner to ensure renewal is closed before the contract expiration date
• Orders all new Cisco maintenance plans once products ship to ensure customers have timely access to technical support
• Sends emails to customers to confirm order was processed in a timely manner and according to the agreed upon terms
• Follows internal program and Cisco system requirements to create accurate quotes for renewal
• Manages exceptions for customers with issues that may delay or inhibit renewals
• Serves as Subject Matter Expert to customers regarding products, warranties, renewal terms, new support levels and end of support equipment, to ensure a thorough understanding of the process
• Collaborates with sales team on sales strategies, quotes, and additional opportunities to drive renewal rate
• Maintains ERP system for customer profiles and active products and services to ensure the system has the most up-to-date information
• Attends manufacturer and/or distributor training to stay up to date on product basics and process/program requirements
• Reviews Cisco reports to confirm usage percentage rates are at or above target to ensure company is eligible for rebates

Position Requirements:

Education: Bachelor’s degree in Business Administration, Sales, Marketing, or related field preferred; will consider an equivalent combination of education and relevant experience.

Position Description

Experience: 2+ years of progressive experience in renewals, customer success, contract administration, account management, or related customer-facing roles.

Certification(s): Cisco Services Expert Program (CSEP) certification preferred or required within six months of accepting the role.

Functional Skills:

• Strong planning, prioritization, and organizational skills
• Demonstrated ability to manage contract lifecycles and renewal pipelines
• Strong attention to detail and accuracy in contract terms, pricing, and timelines
• Excellent customer service and relationship management skills
• Ability to analyze renewal data and identify risks and growth opportunities
• Ability to manage multiple deadlines and competing priorities
• Strong understanding of compliance, contract processes, and internal controls

Technology Aptitude/Skills:

• Experience working in CRM systems and vendor portals (e.g., Cisco)
• Familiarity with quoting tools and contract management systems
• Ability to learn and navigate purchasing and procurement workflows

Language Skills:

• Strong verbal and written communication skills
• Ability to communicate renewal terms, pricing, and service value clearly to customers
• Ability to collaborate effectively with Sales, Finance, and Engineering teams
• Strong documentation skills to track renewal activities and customer communications

Leadership/Behaviors:

• Demonstrates ownership and accountability for renewal outcomes and contract completion
• Works independently while collaborating cross-functionally to drive retention success
• Exercises sound judgment and escalates risks appropriately
• Maintains strong customer-first mindset and compliance orientation
• Self-motivated, results-driven, and focused on revenue protection and growth

Culture Match Behaviors: Honest, “Does the Right Thing”, collaborative, respectful, interacts professionally with others both inside and outside of the organization.

Equipment Used:

This role routinely uses standard office equipment and technology, including computers, phones, mobile devices, photocopiers, filing systems/cabinets, and related office tools. It also regularly utilizes video conferencing and collaboration platforms (e.g., Webex) to communicate and coordinate with team members and customers. Specialized equipment may be required depending on the position.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

• Ability to remain in a stationary position for extended periods of time.
• Frequent use of hands and fingers to operate a computer keyboard, mouse, and other standard office equipment.
• Ability to communicate effectively in person, over the phone, and via video.
• Ability to travel occasionally to company offices, customer sites, or off-site events as required by the role.
• Ability to read, analyze, and interpret information on an ongoing basis.
• Occasional movement within the office and ability to position self (e.g., bending, reaching, kneeling) as needed.
• Ability to lift or move up to 15 pounds occasionally.

Environmental Conditions & Travel:

• Work is typically performed in a standard office environment with moderate noise levels; remote work may also be an option depending on the role.
• Employees approved for remote or hybrid work are required to maintain an appropriate and reliable internet connection that meets Network Solutions’ minimum standards to support secure access, video conferencing, and collaboration tools, in accordance with company policy.
• Occasional exposure to outdoor conditions or inclement weather may occur when traveling.