Customer Success Representative

Lancope is seeking an entrepreneurial, versatile and customer-focused individual to help develop positive and productive long-term relationships with Lancope’s existing customers which results in customer retention and consistent maintenance revenue. As Customer Success Representative, you will manage and maintain support contracts while growing service revenues through on-time renewing and contract reinstatement, as well as engaging with the Lancope Sales team by uncovering up-selling and cross-selling opportunities. 

Essential Duties and Responsibilities:

• Protect and grow maintenance revenue stream in your territory

• Drive maintenance renewal activities according to defined processes, procedures, and systems

• Prepare renewal quotes for maintenance contracts within 120 days of expiration

• Ensure timely and accurate maintenance renewals

• Review and interpret contractual terms and conditions

• Contact and follow-up with customers and partners to ensure timely maintenance renewal

• Assist customers with any product discrepancies in their install base to include license reconciliations and audits

• Coordinate with Territory Account Managers (TAM) and Inside Sales Representatives (ISR), as well as fellow Support Renewal Specialists, on more complex opportunities

• Prepare order packet to submit for maintenance renewal processing and invoicing

• Partner with field sales to save any potentially lost maintenance renewals

• Track contract non-renewal including reasons for cancellation

• Prepare forecasts of maintenance renewal bookings

• Position and sell professional services and training bundles at time of renewal

• Uncover upsell and cross-sell opportunities and pass to appropriate sales representative

• Establish a trusted adviser relationship with our customers to ensure their overall satisfaction with our products, technologies, and services

• Refine internal processes to ensure efficient and consistent management of renewals

Qualifications:

• 2-3 years of account management experience

• Renewals/maintenance experience a plus

• Strong customer focus and passion for helping customers succeed

• Creative problem-solver with great attention to detail

• Strong negotiation and objection-handling skills

• Proactive and results-oriented, with strong prioritization skills

• Excellent verbal and written communication skills

• Experience with Network and Security products and technologies a plus

• General understanding of software licensing a plus

• Bachelor’s Degree from four-year college or university or equivalent experience

• Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook) and Salesforce.com