Senior Renewals Account Manager - APJ

The Renewals Manager manages and sells Riverbed software maintenance renewals in APJ. This role facilitates renewals through Riverbed channel partners, Riverbed’s sales force, and direct to Riverbed customers. The Renewals Manager will manage and maintain support & subscriptions contracts while growing support revenues through renewing and reinstating such contracts.

Responsibilities include:

• Confidently engaging in direct communication with end-user customers and Riverbed channel partners.
• Preparation of Enterprise and SMB renewal quotes for maintenance contracts within 90 - 120 days prior to expiration and booking orders as they are received.
• Review and interpretation of contractual terms and conditions. Propose creative deal structures and lead pricing negotiations
• Validation of customer asset lists
• Contact and follow up with customers and partners to ensure timely maintenance renewal.
• Understand product, systems and processes to assist in selling maintenance renewals. Ensuring contractor/partner/customer awareness and understanding of applicable product elements.
• Assist customers with any product discrepancies in their install base to include licence reconciliations and audits.
• Manage customer requests for contract merges, transfers and licence purges.
• Field inbound calls from various sources and work to understand and satisfy the request.
• Partner with field sales to save any potentially lost maintenance renewal.
• Track contract non-renewals, including reasons for cancellation.
• Prepare forecasts of maintenance renewal bookings within a 10% accuracy rate.
• Timely resolution of backlog in assigned territory.
• Collaborate with marketing, support, sales management, product management and account management to facilitate new programmes, messages, campaigns and offerings.
• Ensure reporting and communications are frequent and bi-directional.

Job Requirements:

• 5+ years of previous experience in sales, specifically software maintenance renewals, is preferred.
• Must thrive in a quota-driven environment.
• Must have the ability to negotiate and upsell maintenance offerings and build relationships both internally and externally.
• Account planning experience and involvement in the alignment of sales, channel, professional services and training teams around renewal events.
• Ability to forecast maintenance bookings and a strong desire and willingness to learn.
• Apt ability to multi-task and juggle priorities to facilitate on-time maintenance & support renewals. Experience structuring deals and excel at creative problem-solving.
• Excellent organisational skills with the ability to take initiative and work proactively with minimal supervision.
• Must possess excellent customer service skills with an orientation towards helping the customers.
• Strong working knowledge of Microsoft Office, Oracle and Salesforce.com applications is desired.
• A basic understanding of telecommunications, networking and IP technology solutions is preferred.
• Bachelor’s Degree or Equivalent Work Experience