Renewals Manager, Customer Experience

  • Location:
    Offsite, RTP, North Carolina, US
  • Area of Interest
    Customer Experience
  • Job Type
  • Technology Interest
  • Job Id

The Customer Experience Renewal Manager (RM) role is a highly visible, strategic position to empower key customers to continue to transform their business and meet their objectives through Cisco solutions.

You will own and complete a portfolio of renewal contracts across the Cisco portfolio for an assigned customer account list. RM's work with customers, partners and across Cisco teams to develop a comprehensive view of customer requirements and objectives and define a strategy to drive renewals to timely closure, as well as minimize renewals risk and financial attrition.

You will bring solid understanding of negotiation strategies and orchestrate cross-functional resources across the company and with partners to provide a unified path to secure every renewal.

Develop knowledge base of end-to-end renewals cycle including up-sells and close contracts on time for assigned accounts

Learn customer’s industry

Knowledgeable of Cisco's technology and what differentiates our products from competitors

Manage client needs with minimal direction

Build quotes, review contract terms, negotiate pricing, identify up-sell opportunities and handle objections

Conduct analysis and provides recommendations to improve customer value

Conduct process management and financial assessments to support the renewals process

Support Account Manager in Product/Service combined negotiations to drive integrity of the renewal portion of the agreement

Assist renewals team with ad hoc requests to meet customer needs

Initiate the start of cross-functional relationships with Sales, Business Development and Operations

This role resides in the Customer Experience organization, one of our fastest growing teams that delivers profitable growth throughout the customer lifecycle with a series of selling motions to drive higher value and an efficient experience from Cisco solutions.

BA/BS (or equivalent) and 5+ years of experience

You have an expanded knowledge of the customer environment, industry, market impact and Cisco footprint

You enjoy finding ways to manipulate Excel to efficiently analyze large amounts of customer data

You can implement policies for forecasting, data quality and accuracy

You'll build an understanding of Customer and Partners procurement processes

You will gain experience with CRM tools i.e. SFDC

You'll develop consultative selling skills

You love completing win-back strategies for inactive customers

If you are looking for direct involvement in crafting the strategic direction of Cisco and Customer Experience, we have a place for you.

Support Account Manager in negotiations to drive integrity of the renewal portion of the agreement

Assist Renewals team with ad hoc requests to meet customer needs

Initiates the start of cross-functional relationships with Sales, BD and Operations

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all. 

We embrace digital, and help our customers implement change in their digital businesses. Some may think we’re “old” (36 years strong) and only about hardware, but we’re also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do – you can’t put us in a box!

But “Digital Transformation” is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Passion for technology and world changing? Be you, with us! 

U.S. Vaccination Requirements
Cisco requires all U.S. employees to be fully vaccinated or have an approved religious or medical accommodation. Candidates accepting an offer must provide proof of vaccination status on their first day. If someone anticipates requesting an accommodation for this requirement, they must receive approval before the start date. Candidates receiving an offer will receive additional information about the accommodation process at the time of the offer. All offers of employment are contingent upon complying with Cisco's vaccination policy.