Company Overview

NWN Carousel is the leading Cloud Communications Service Provider (CCSP) focused on transforming the customer and workspace experience for commercial, enterprise, and public sector organizations. We deliver hybrid work experiences for millions of users across North America’s 7,000 leading organizations. Our integrated devices, communications apps, AI-enabled contact centers, networking, security, and analytics allow our customers to learn, discover, work, and connect from anywhere - all delivered as a cloud service that’s simple to use and manage. To learn more about our solutions please visit www.nwncarousel.com

Responsibilities

The Renewal Specialist is primarily responsible for providing pre-sales and renewal support, such as asset verification, pricing, and contract generation for Third Party service offerings. The role serves as a liaison between Sales, Engineering, Administration and Carousel customers to deliver NWN Carousel’s Customer Success Obsessed approach. 

Scope of Role Responsibilities

Essential, key job responsibilities for this role include, but are not limited to:

• Actively manages medium and large customer renewals from identification to renewal decision to ensure that renewals flow smoothly through the process and that renewal decisions are reached by targeted dates.
• Manages Sales Force Opportunity queue to ensure SLAs and quality metrics are consistently met. Ensures proper processing practices are upheld including proper pricing, costs, and margin for all product lines for opportunities. Stays up to date with correct stage listed for status for each opportunity and enter notes where appropriate so all parties involved know current status. Process signed contracts and purchase orders when obtained. Close opportunities confirming all pricing is accurate and all applicable documents are in the deal summary.
• Conduct complex account, contract and record keeping analysis to present correct and concise asset lists for upcoming maintenance renewals. This entails working closely with Sales, Customer, Overlay, and Design Engineer to verify asset accuracy. 
• Obtain maintenance pricing that follows Carousel and partner negotiated discounts.
• Engage directly with manufacturers to obtain competitive pricing when applicable
• Generates pre-sales and renewal contracts for maintenance and/or service offers. This entails obtaining customer contact info and key information, creating a Statement of Work based on input from the Account Executive and/or Design Engineer, and updating contract with pricing and terms. Provide support to the AE for any customer required changes and/or updates.
• Quarterback the consolidated contract/invoice request process (customer driven) getting all teams together to provide their piece in a timely manner. Escalate issues when necessary. 
• Attend customer calls as requested.
• Ensure on time closure of maintenance agreements.
• Assist collections in resolution of customer invoicing questions and disputes.
• Work with Accounting department to request and process credit requests
• Serve as the maintenance subject matter expert assisting both internal and external customers with account and contract research and analysis.
• Achieve sales objectives, productivity requirements, and other key performance indicators as determined by sales management.

Additional responsibilities for this role include, but are not limited to 

• Assist with miscellaneous projects as needed (e. customer spreadsheets, contract related project research and analysis, updating and organizing files, etc.).
• Performing a variety of administrative tasks as need to support the department.
• Perform other duties as assigned.

Qualifications

Role Qualifications and Requirements

The following are minimum qualifications and requirements required for this role:

• Bachelor’s Degree or equivalent combination of education and work experience.
• Previous work experience in a communications or business environment for a minimum one year.
• Quick learner with excellent comprehension skills.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• The ability to work independently and under pressure. Stay focused and organized from start to project end.
• Strong working knowledge of Microsoft Office Suite, especially Excel, Word, and Outlook.
• Ability to manage multiple projects with competing priorities and deadlines.
• Excellent troubleshooting skills and technology savvy with strong PC knowledge.
• Knowledge of Avaya services preferred.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.