Renewals Sales Associate - Up Sell/Cross Sell

Position Summary:

The Renewals Sales Associate (RSA) will be primarily responsible for ensuring the target contract renewal rate for existing small/medium-sized to enterprise customers in their assigned territory. RSAs assure that all renewals are completed prior to expiration, passing leads up to Partner Sales Channel for additional service opportunities, and closing the loop for all customer interactions by providing education on the Support portfolio and infrastructure. It is preferred that candidates for this position possess solid background in customer service and up selling / cross selling skills.

Job Responsibilities:

- Manages renewals process for a defined territory of small to mid-sized customers;

- Ensure timely support renewals for small to medium-sized customers in assigned territory;

- Provides management with performance feedback;

- First-line management contact for customer escalations;

- Serves as a resource to other organizations for process and policy questions

- Troubleshoots problems and escalates as necessary;

- Assists in key indicator reporting and trend analysis;

- Educates customers on e-business practices and any associated contractual implications;

- Ensures customer awareness and understanding of the applicable elements of the Support portfolio;

- Responsible for meeting productivity requirements on outbound calls for renewals;

- Manages exceptions for customers with issues that may delay or inhibit renewals;

Selection Criteria:

- 4 – 6 years for up selling/ cross selling / renewals experience in a B2B/B2C environment handling Global customers

- MBA Graduate with Finance and Marketing specialisation

- Demonstrated proficiency with e-mail, computers, Word, Excel and Internet

- Demonstrate strength and confidence in interpersonal communications and diplomacy, self-motivation, and the ability to think on ones feet

- Excellent communication skills / active listening skills

- Passion for customer service and handling and target oriented

- Time management skills

* This role also includes commission in addition to fixed salary