The Renewals Support Lead builds and manages relationship with external and internal customers while providing sales and value support based on software primary support service contract renewal opportunities.
In this Role, Your Responsibilities Will Be: Regularly engage with the clients to understand their business Needs, challenges, and requirements.
Function as a liaison between customers, channel partners, project pursuit managers, sales Managers, life cycle program managers regarding business opportunities tied to primary support contract renewals.
Assist with high severity requests or issue customer concerns as needed.
Provide support for renewals and services for business partners via phone, email and other channels as required.
Provide mentorship and support for special and standard pricing with customers in relation to primary Support services.
Help the business to achieve the goals doing activities like support contract renewal quote follow ups, getting in touch with accounts whose support contract has expired to generate contract reinstatement opportunities, and generating additional product and service portfolio opportunities through quote follow-ups and reinstatement calls.
Register all relevant information collected during customer interactions in CRM tools.
Handle customers' incoming requests, provide support and proposals based on customer specified information.
Understand and fulfill all regulations of the internal policies and processes of the company.
Build relationship with clients and work with the sales teams and project pursuit teams.
Collaborate proactively in the education of channels.
Who You Are: You anticipate customer needs and provide services that are beyond customer expectations.
You show a tremendous amount of initiative in tough situations and are exceptional at spotting and seizing opportunities.
You adjust communication content and style to meet the needs of diverse partners.
You are essential and make high-quality decisions, even when based on incomplete information or in the face of uncertainty.
For This Role, You Will Need: Bachelor's degree and to years of previous customer service, account management and inside sales experience Previous customer relationship management experience Proficient end-user IT skills including MS Office, Outlook, SAP & SFDC Preferred Qualifications that Set You Apart: Creative and innovative personality Sales mentality and able to product smaller deal proposals Ability to provide excellent customer service, customer focused approach Passionate about achieving goals and overcoming challenges Effective and professional verbal and written communication – both with internal and external customers Ability to work in a team or individually if required Ability to work in a team or individually if required Ability to speak proficient English.
Knowledge of or previous experience with software support contracts and renewals a plus.
Knowledge of controls and software technologies a plus.
Our Offer To You: We offer a competitive benefits package to recognize and support our employees such as private health insurance with dependent coverage, life insurance, flexible work opportunities, wellness center, door-to-door transportation, Asociacion Solidarista, Employee Resource Groups (ERGs), career growth focus and many more.
Commitment with Diversity and Equal OpportunityEmerson is committed to its core values and believes in respecting DE&I.
We do not discriminate and welcome all qualified candidates to apply and become part of our family, regardless of gender identity, race, sexual orientation, disability, age, religion and/or nationality.
At Emerson, we have seven Employee Resource Groups that demonstrate our commitment with DE&I.
Through continuous development of activities, programs, and social awareness.
Our communities are: Black Employee Alliance Diverse Abilities HOPE LGTBIQ + Allies CR Costa Rica SOMOS Mosaic Women's Impact Network At Emerson, we are passionate about what we do.
Our technology and engineering expertise has enabled us to be at the forefront of innovation for over a century.
Our commitment to excellence and innovative technologies has positioned us as a leader in the world of automation solutions and engineering.
We believe that our success lies in the strength of our people; what sets Emerson apart is our unwavering dedication to fostering an inclusive and diverse environment.
We firmly believe that diversity fuels creativity and innovation, allowing us to address sophisticated challenges with new perspectives.
We embrace individuals from all walks of life, valuing their unique backgrounds, experiences, and ideas.
When you join our team, you become part of a rich tapestry of talent that propels us forward.
We not only care about our people professionally but also personally.
At Emerson, we understand the importance of work-life balance and strive to create an environment where individuals can grow both personally and professionally.
We offer a range of development opportunities, mentorship programs, and support networks to ensure that our employees thrive in their careers and find fulfillment beyond the workplace.
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