Renewals Representative

Fortinet; Sunnyvale (CA); On-site; USD 65,000 - 85,000; Full time

Job summary

Fortinet Inc. in Sunnyvale, CA seeks a Renewal Operations specialist to support the full Renewal Sales cycle, interfacing with Customers, Field Sales Reps, Partners and Distributors to manage Commercial/Mid-Enterprise Renewals.

You will use Salesforce, Renewal Tracking System and FreshDesk to process requests, generate quotes, assist with upsell opportunities, and ensure SLA and KPI targets are met while collaborating with Product Marketing, Finance, and Order Management.

Qualifications

• Bachelor's degree or relevant work experience.
• 1+ year of Renewals, Sales or Operations experience (preferably in the B2B tech industry).
• Track record of meeting monthly, quarterly or annual quotas.
• Strong proficiency with Salesforce and Microsoft Office suite.

Responsibilities

• Assist Customers, Sales, Partners & Distributors directly by phone & email with Security & 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 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, EOS/EOL data, RMA troubleshooting, and renewal knowledge sharing.
• Manage inbound renewal email alias to vet and complete requests within SLAs.
• Manage inbound Renewal inquiries via Lead records & inbound Renewal calls to corporate phone line.
• Utilize Salesforce CRM, Renewal Tracking System, and FreshDesk daily along with all necessary applications to manage and optimize 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 to ensure alignment on renewal processes.
• Prioritize workload to meet KPIs and SLAs, maintaining high customer satisfaction.
• Quota carrying position tied to territory Renewal goals.

Skills

Salesforce

MS Excel

MS Word

MS PowerPoint

Customer service

Communication

Detail oriented

Education

Bachelor's degree or equivalent

Tools

Salesforce CRM

FreshDesk

Renewal Tracking System

Job description

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
• Thrives working in a fast paced/high revenue environment, demonstrates a high sense of urgency
• Must be customer service forward, self-starter, fast learner & team player
• Ability to maintain a positive, flexible & professional attitude towards customers and co-workers
• Ability to "think outside the box", troubleshoot proactively & accordingly with "Go above & beyond" mentality

Required Skills, Experience & Education

• Bachelor's degree or relevant work experience
• 1+ year of Renewals, Sales or Operations experience (preferably in the B2B tech industry)
• Track record of meeting monthly, quarterly or annual individual or team quotas