Client Operations Specialist – Renewals
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Job Description
Sales support role for Client Managers managing recurring renewal business. Facilitating sales cycle through excellent client service and pricing recommendations.
Responsibilities:
- Support assigned Client Managers / Client Directors by proactively monitoring existing renewal business with a timely generation of quotes, validation of service contracts, auditing, and management of all aspects of the renewable pipeline using Salesforce.com.
- Provide excellent client service and communication via available tools and resources.
- Respond quickly and accurately to requests from internal business functions as well as outside clients and partners.
- Coordinate & advise Client Manager, Client Director & Clients to explore various opportunities: upsell level of services support, authorized support, multi-year contracts, technology refreshes (EOL/EOS), co-term contracts in combination with various partner technologies
- Make strategic and competitive pricing recommendations utilizing various pricing tools to maximize Optiv’s profit margins.
- Coordinate with client management team to identify upsell/cross sell opportunities, negotiate discounts with vendors and distributors, and strategize ways to increase value for client while maximizing margins.
- Select probability for forecasting based on Client Manager/Client Director direction.
- Provide ongoing forecasting assistance as needed.
- Manage maintenance contract and asset tracking for clients.
- Prepare and submit accurate orders for purchasing.
- Provide system reporting to the Client Manager/Client Director, operations, and management upon request.
- Act as liaison between Client Manager/Client Director and Optiv internal business units
- As needed and upon request, participate in client meetings, including but not limited to: Quarterly Business Reviews (QBR), planning, & touch-point meetings.
- Facilitate the completion of client requested documentation, including RFPs, supplier forms, and other nonstandard documents
- Collaborate with internal teams to share best practices, ideas, training, that support Optiv’s culture and core values
- Build a professional relationship with assigned Client Manager / Client Director so as to reflect Optiv's Core Values
- Proactively follow-up with clients/manufacturers/distributors/Client Managers/Client Directors other to ensure the sales cycle and the client needs are met
- Participate in corporate compliance trainings, operations/systems improvements, user-acceptance testing and personal career development activities.
- Develop and maintain product and industry knowledge
- Maintain account health through data integrity, credit standing etc.
- Actively volunteer to complete tasks on behalf of peers that are out of the office.
- Leverage client facing tools to enable enhanced self-service capabilities for clients.
- Perform other duties as assigned.
Requirements:
- Associates Degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience preferred.
- Two or more years of experience in Business-to-Business Sales/Client Services role required.
- Prior experience with managing renewal contracts preferred.
- Intermediate level experience with Microsoft Office; specifically, Microsoft Outlook, Word and Excel.
- Internet navigation required.
- Two years of experience in technical or information technologies industry preferred.
- Prior experience in Client Relationship Management software (CRM) required.
- Salesforce.com experience preferred.
- Proven ability to prioritize multiple tasks in a fast-paced environment required.
- Ability to work in a sales partnership setting, where workflow is determined by incoming requests required.
- Ability to build relationships and trust with internal and external partners/clients.
- Ability to prioritize tasks to align with deadlines
- Superior organizational skills, independent judgment and functional arithmetic skills
Benefits:
- A company committed to our inclusive value through our Employee Resource Groups
- Work/life balance
- Professional training resources
- Creative problem-solving and the ability to tackle unique, complex projects
- Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
- The ability and technology necessary to productively work remotely/from home (where applicable)
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