Associate Customer Renewals Sales Specialist

Your Impact:

• In this role, you will be able to drive industry-leading renewal rates
• Provide exceptional customer service to a diverse set of customers across North America and resolve customer issues in a timely and professional manner
• Collaborate with customers, partners, and internal stakeholders (legal, finance, sales, support, engineering, etc.)
• Develop a trusted relationship with key accounts, customer stakeholders and executive sponsors within our existing customer base to drive high ROI on SWI
• Identify customer requirements, uncover roadblocks, and demonstrate strong account management and commercial capabilities to drive renewal to on-time closure
• Partner with Customer Success & Account Executives to maximize account growth opportunities by playing an active role on the account team and helping identify expansion and cross-sale opportunities
• Identify and execute strategies to decrease churn across assigned customer base
• Prioritize responsibilities within your customer segment differentiating between accounts at risk and balancing daily activity and velocity sales
• Working with customers to resolve any issues which may be preventing them from maintaining a relationship with SolarWinds
• Help maintain accurate customer records including licenses, software expiration dates, shipping address, updating customer contact information, etc.
• Working with various departments across the organization to advocate for the customer and work together to resolve any issues including but not limited to; assisting with collection efforts, working through legal requirements, launching new pilot programs, escalating issues to support & engineering, etc.
• Ability to negotiate and move time frames while closing sales with a very high customer experience
• Raise issues and trends identified in your customer segment to the broader organization for analysis and resolution
• Above all – access the customer’s sentiment and advocate on their behalf to ensure the optimal customer experience

Competencies

• Outstanding Communication: Excellent communication skills both verbal and written
• Detail Orientation: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently
• Sense of Urgency: Strong sense of urgency combined with business acumen to manage multiple issues and/or projects successfully bringing them all to resolution in a timely manner
• Problem Solving: Anticipates problems, recognizes and accurately evaluates the signs of a problem and analyzes current procedures for possible improvements
• Customer Service: Listens and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction. Respects all internal and external customers and uses a team approach when dealing with customers in order to exceed customer expectations
• Product Knowledge: Ability to develop a strong product understanding and system knowledge to demonstrate the value of the software and identify up-sale opportunities

Your Experience:

• 3+ years’ experience in quota carrying role working with customers in North America
• 3+ years’ experience in technical sales role working with customers in North America
• Bachelor’s Degree from an accredited university or equivalent work experience
• Ability to network and build trust both internally and externally
• Ability to navigate and bring clarity to complex situations
• Previous experience with CRM -NetSuite or Salesforce; Tableau is a plus