Customer Success Specialist

Position Summary:

The Customer Success Specialist is responsible for customer renewals by managing a high volume of quoting and case management. This includes managing the renewals process from start to end, problem-solving, selling and following up with customers, and answering customer questions. The Customer Success Specialists communicates with the end customer, sales teams, vendors, and distributors to create and sell the complete renewals solution to the end customer. This position requires in-depth knowledge of Cisco subscriptions, Cisco Smartnet, CCW/CCW-R, along with other products/vendors to consult and the sell the solution to the customer. Staying up to date on new technologies, licensing options and new processes to remain efficient is a necessity to remain competitive with current customers and capture takeover renewal business.

Roles and Responsibilities/ Essential Functions:

• Proactively manage existing customer renewals and subscriptions expiring in 60-90 days, as well as strategic planning and licensing, usage and install base reports for customers.
• Achieve individual sales goal determined by account load and line of business.
• Communicate with Account Managers, Inside Sales Reps, and end customers as the subject matter expert to create a Customer Success Plan based on the customer services and licensing products in the customer environment.
• Develop customer relationships and identify adoption barriers and how to remove them.
• Interpret customer usage data while leading customers to renewals and cultivate new sales opportunities through the entire customer lifecycle. 
• Conducts quarterly business reviews regarding the overall health, licensing count and implementation of custtomer product usage.
• Manage high volumes of complex quoting for both current and takeover customers.
• Resolve any quoting errors/issues/questions; utilize resources to answer customer and sales team questions.
• Understanding of the sales cycle and stay up to date by learning about new products, services, and offerings from vendors.
• Adjust renewal quotes based on customer feedback/changes, as well as ability to offer all product options, including product and service upsells, co-terming, multi-year options, support levels, etc.
• Request quotes for renewals from distributors and vendors and verify accuracy.
• Follow-up consistently with customers and sales teams on renewals to ensure on-time approvals.
• Provide coaching, training, and leadership to other sales support members with quoting, new products and service offerings, processes, and promotions.
• Communicate product offering changes, availability, warranty/licensing coverage, order status, price increases, upsell opportunities, and updated processes to sales organization and customers.
• Performs other duties as assigned.

Competencies:

• Accuracy - Ability to perform work accurately and thoroughly.
• Applied Learning – Ability to hear, understand and interpret what others are saying.
• Adaptability – Ability to adapt your way of thinking or responding to changing workplace conditions.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Customer Oriented - Ability to take care of the customers’ needs while following company policy.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Goal Oriented – The ability to stay focused on the task objective and perform in accordance with clear expectations and goals.
• Organized - Following a systematic method of performing a task.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

Required Experience:

• 1-2 years of experience in renewals, licensing, customer success, or inside sales

Preferred Experience:

• Experience with Cisco’s quoting tools (CCW-R, CCW, etc)
• Knowledge of Cisco products or services

Required Skills, Education and/ or Certifications required:

• Bachelor’s degree in marketing, IT, business, or equivalent experience in the IT industry
• Proficiency using a computer and working with Microsoft office suite; Outlook, Word, Excel

Preferred Skills, Education and/ or Certifications required:

• Cisco Renewals Manager Certification
• Cisco Customer Success Manager Certification
• Experience working with a CRM

Equal Opportunity Employer – Including Disabled and Veterans 

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