Renewals Analyst - Duo Security
Location:Ann Arbor, Michigan, US
Area of InterestCustomer Experience
Job Description: Renewals Analyst
Duo Security, now a part of Cisco, is the leading provider of Trusted Access security and multi-factor authentication delivered through the cloud.
Duo’s mission is to make security simple for everyone. We were born from a hacker ethos and a desire to make the Internet a secure place. We believe in empowering people to follow their passions inside and outside of the office and enable every employee to bring their whole self to work.
Our team is our secret weapon. We run the spectrum from artists to analysts, low-key to high energy, and bring together a diversity of skill sets, experiences, and perspectives to solve what we consider to be the world's most pressing geopolitical challenge — transforming the security industry as we know it. Together we build solutions that are easy, effective, trustworthy, and enduring. And that’s why we are the most loved and trusted company in security.
As a Renewals Analyst, you will support the team as a key resource for initiating customer outreach and processing subscription renewals.
The ideal candidate will be detail oriented, with strong organizational and communication skills. We are looking for someone who is as passionate about supporting their team as they are about providing an exceptional experience for customers. While metrics oriented, this position is not commissions-based, and reports to the Renewals Manager.
Perform ongoing, detailed analysis of customer subscription renewal data, ensuring accuracy of all relevant data points
Review all customer accounts up for renewal, on a quarterly and daily basis, for data accuracy
Identify data issues and follow through to resolution, across Duo teams as necessary
Execute all phases of the retention/renewal lifecycle including external, and internal communication, and obtaining customer signatures when necessary
Communicate with customers, primarily via email, to ensure smooth, timely renewal transactions
Update SalesForce with notes for each renewal customer so that stakeholders are aware of progress
Follow-up with sales partners, legal, and finance teams to ensure consistent communications regarding renewals
Maintain positive persistence in follow-up with customers, as well as internally, regarding renewals
Daily processing of correctly completed order forms
Identify “at-risk” renewal customers early in the cycle and define issues that may inhibit a successful, timely renewal
Drive on-time or early renewals
3-5 years of experience in a professional environment
Excellent verbal and written communication skills
Proven history of proactive, energetic, patient, and customer-centric behavior
Ability to multitask in a fast-paced, high pressure environment
Interactive skills with the ability to work independently
Strong organizational skills including ability to prioritize and escalate customer issues as required
Must display strong attention to detail
Proven analysis, problem solving, and troubleshooting expertise
Ability to take initiative
Strong work ethic
Ability to meet new challenges with optimism and an open mind
Proficiency in standardized software applications
Bachelor's degree preferred or equivalent training, education, and experience
Nice to Have Qualifications:
Familiarity with Salesforce as a support and knowledge platform
Experience with cloud-based/SaaS solution offerings
3 Reasons why you should apply…
You enjoy solving problems, thrive in a fast-paced environment and using logic to drive decisions
You enjoy researching and making recommendations to answer tough questions
You enjoy working for a company where change is a constant
Does this sound like it was written for you? Excellent! Please apply and let’s explore this together.