Job Description :

Renewal Rep- In this position, you will be supporting all operational functions of the full Renewal Sales cycle. This includes interfacing, guiding, educating, supporting & transacting with Customers, Field Sales Reps, Inside Territory Account Managers, Channel Partners & Distributors on all levels of Renewal opportunities.

This person will be the main point of contact for all Commercial / Mid-Enterprise Renewals in a specific assigned territory within the United States.

Position located at HQ in Sunnyvale, CA.

Position Description

• Assist Customers, Sales, Partners & Distributors directly by phone & email with Security & Support (FortiGuard & FortiCare) license Renewals for both current and expired contracts
• Support and assist Customers, Sales, Partners & Distributors with full Renewal Sales cycle including : Generating install base asset reports via the Renewal Tracking System, generate quotes, assist with re-quoting, create proactive upsell quotes, enforce management of Salesforce Renewal opportunities to assigned Sales Reps, assist with product refresh / upsell data & tracking, Trading up, ELA / ESA data support (Enterprise Agreements), EOS / EOL data (End of Support), RMA troubleshooting, general Renewal expertise knowledge share etc.
• Manage inbound renewal email alias to vet and complete requests within allotted SLAs
• Manage inbound Renewal inquiries via Lead record & inbound Renewal calls to corporate phone line
• Utilize Salesforce CRM, Renewal Tracking System, and FreshDesk Ticketing system daily along with all necessary applications to manage and optimize sales of Renewal opportunities
• Train new hire Sales reps on Renewal process & best practices on an as needed basis
• Cross functional / in person interaction on premises with HQ teams such as- Product Marketing, Finance, IT, Order Management, Customer Support, Enterprise Agreement team, Pricing, Marketing & Sales to ensure alignment on renewal processes
• Prioritize workload in order to meet all KPIs, goals and objectives. Staying proactive and productive throughout day on daily tasks and updating renewal opportunities
• Meet Daily / Weekly SLAs & maintain high Customer Satisfaction ratings
• Quota carrying position tied to territory Renewal goals

Skill Requirements

• Intermediate level of expertise using Salesforce, MS Excel, MS Word & MS PowerPoint
• Must have an effective, confident and professional demeanor in conducting telephone and email communications
• Extremely high attention to detail, analytical & comfortable in a numeric / data driven environment
• Thrives working in a fast paced / high revenue environment, demonstrates a high sense of urgency
• Must be customer service forward, self-starter, fast learner & team player
• Ability to maintain a positive, flexible & professional attitude towards customers and co-workers
• Ability to "think outside the box", troubleshoot proactively & accordingly with "Go above & beyond" mentality

Required Skills, Experience & Education

• Bachelor's degree or relevant work experience
• 1+ year of Renewals, Sales or Operations experience (preferably in the B2B tech industry)
• Track record of meeting monthly, quarterly or annual individual or team quotas
• Has knowledge of commonly used terminology & products within the Cyber Security field
• Understanding of B2B Channel Sales & Direct Sales motions

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