Academy - Retention Specialist

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Job Summary

Retention Specialist is responsible for install base management of the existing customers in the effort to retain (as primary focus) and grow customer base. The role executes in line with GTM strategies and initiatives to grow revenue generated from customer retention (install base) sales and meet KPIs for tech refresh, add-on, and renewals sales

Essential Functions

• Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities;
• Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.);
• Oversee the retention opportunity creation and hygiene
• Maintain and grow retention rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance;
• Establish profitable relationships with the channel partners, customers, and account teams with the focus on retention, identifying opportunities for upselling and minimizing churn;
• Design, scope, and prepare customer proposals within their assignment (aligned to specialty);

Job Requirements

Skills and competencies

• Own quoting process and quote quality for core renewals, tech refresh, managed services (Keystones),and cloud renewals; collaborate with NetApp quoting team to ensure quality, timliness and accuracy of quotes
• Serve as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policies
• Engage with the channel partners to progress retention opportunities through the sales cycle;
• Educate channel partners on the retention IB process and opportunity management process;
• Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolution

Business Objectives

• Successful execution on customer retention strategy to drive retention dollar outcomes
• Maximize the customer retention potential
• Improved retention rates (renewal, tech refresh, keystones, cloud subscriptions etc)

Key Performance Indicators

• Dollar Retention Rate
• IB Retention Rates including IQRR and OTRR, tech refresh rate
• Discount governance
• Aptitude and readiness for learning and understanding new technologies.
• Creativity in problem-solving and good customer service skills
• Ability to understand and communicate technical solutions and selling concepts.
• Strong ability to use data to drive insights, and execute
• Has strong communication and organizational skills
• Interacts and collaborates with cross functional teams across time zones and cultures

Education

• Bachelor's or Masters' degree.
• Experience with Sales will be advantageous.

Did you know…
Statistics show women apply to jobs only when they’re 100% qualified. But no one is 100% qualified. We encourage you to shift the trend and apply anyway! We look forward to hearing from you.

Why NetApp?

In a world full of generalists, NetApp is a specialist. No one knows how to elevate the world’s biggest clouds like NetApp. We are data-driven and empowered to innovate. Trust, integrity, and teamwork all combine to make a difference for our customers, partners, and communities.
We expect a healthy work-life balance. Our volunteer time off program is best in class, offering employees 40 hours of paid time off per year to volunteer with their favorite organizations. We provide comprehensive medical, dental, wellness, and vision plans for you and your family. We offer educational assistance, legal services, and access to discounts. We also offer financial savings programs to help you plan for your future. If you run toward knowledge and problem-solving, join us.