Renewal Specialist

About NetAppNetApp is the intelligent data infrastructure company, turning a world of disruption into opportunity for every customer. No matter the data type, workload or environment, we help our customers identify and realize new business possibilities. And it all starts with our people.If this sounds like something you want to be part of, NetApp is the place for you. You can help bring new ideas to life, approaching each challenge with fresh eyes. Of course, you won't be doing it alone. At NetApp, we're all about asking for help when we need it, collaborating with others, and partnering across the organization - and beyond.Job SummaryRetention Specialist is responsible for install base management of the existing customers in the effort to retain (as primary focus) and grow customer base. The role executes in line with GTM strategies and initiatives to grow revenue generated from customer retention (install base) sales and meet KPIs for tech refresh, add-on, and renewals salesEssential FunctionsWork closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities;Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.);Oversee the retention opportunity creation and hygieneMaintain and grow retention rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance;Establish profitable relationships with the channel partners, customers, and account teams with the focus on retention, identifying opportunities for upselling and minimizing churn;Design, scope, and prepare customer proposals within their assignment (aligned to specialty);Job RequirementsSkills and competenciesOwn quoting process and quote quality for core renewals, tech refresh, managed services (Keystones),and cloud renewals; collaborate with NetApp quoting team to ensure quality, timliness and accuracy of quotesServe as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policiesEngage with the channel partners to progress retention opportunities through the sales cycle;Educate channel partners on the retention IB process and opportunity management process;Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolutionBusiness ObjectivesSuccessful execution on customer retention strategy to drive retention dollar outcomesMaximize the customer retention potentialImproved retention rates (renewal, tech refresh, keystones, cloud subscriptions etc)Key Performance IndicatorsDollar Retention RateIB Retention Rates including IQRR and OTRR, tech refresh rateDiscount governanceAptitude and readiness for learning and understanding new technologies.Creativity in problem-solving and good customer service skillsAbility to understand and communicate technical solutions and selling concepts.Strong ability to use data to drive insights, and executeHas strong communication and organizational skillsInteracts and collaborates with cross functional teams across time zones and culturesEducationBachelor's or Masters' degree.Experience with Sales will be advantageous.At NetApp, we embrace a hybrid working environment designed to strengthen connection, collaboration, and culture for all employees. This means that most roles will have some level of in-office and/or in-person expectations, which will be shared during the recruitment process.Equal Opportunity Employer:NetApp is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all laws that prohibit employment discrimination based on age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability or genetic information, pregnancy, and any protected classification.Why NetApp?We are all about helping customers turn challenges into business opportunity. It starts with bringing new thinking to age-old problems, like how to use data most effectively to run better - but also to innovate. We tailor our approach to the customer's unique needs with a combination of fresh thinking and proven approaches.We enable a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off each year to volunteer with their favourite organizations. We provide comprehensive benefits, including health care, life and accident plans, emotional support resources for you and your family, legal services, and financial savings programs to help you plan for your future. We support professional and personal growth through educational assistance and provide access to various discounts and perks to enhance your overall quality of life.If you want to help us build knowledge and solve big problems, let's talk.