Customer Retention Sales (CRS) Managed Services Renewals Specialist

Customer Retention Sales (CRS) Managed Services Renewals Specialist

Description - The CRS Specialist plays a key role in leading, co-leading, or supporting structured renewal, extension, retention, and expansion strategies for existing Managed Print Services (MPS) and Managed Device Services (MDS) accounts in partnership with Sales, Pursuit, COE (Center Of Excellence), Solution Architects, Delivery, Finance, and contract governance teams. This role helps improve renewal readiness, protect and grow contract value, support profitability, and strengthen customer retention.

The role is also accountable for evaluating account-level financial risks, preparing detailed financial analyses, and creating consolidated data-driven reports for senior leadership to support accurate forecasting, planning, and executive visibility.

• Identify, track, qualify, and prioritize expiring contracts based on predefined timing thresholds, segment, contract value, renewal risk, and strategic importance (e.g., 12-24 months before expiry depending on the complexity of the opportunity).
• Forecast renewals (T-24 to T-12 months) and ensure proactive engagement.

• Develop renewal plans and roadmaps in alignment with customer needs.
• Collaborate with Customer Delivery, Pursuit and Sales to jointly conduct renewal vs. extension assessments and Go/No-Go evaluations.
• Interacts with internal and external teams to support proposal creation, including response support for requests for proposals (RFPs)
• Participates in communication efforts, including client interactions, sales meetings, and internal updates.
• Log and manage renewal opportunities in HP Dynamics and related tracking tools to support pipeline visibility, forecasting, and leadership reporting.
• Source detailed data to assess renewal viability.
• Create and Analyze renewal deal evaluations, ensuring alignment with customer and business priorities.
• Develop Win Strategy & Value-Added Services (VAS) Plan and conduct account health risk assessments.
• Engage Pursuit teams when applicable and ensure the right resources are assigned.

• Lead or support opportunity costing, deal assurance, pricing review, and quote coordination based on the agreed renewal of ownership model.
• Coordinate BA SOAR, OA SOAR, or other approval workflows when required by the renewal motion, deal type, or governance path.
• Contract negotiations, mitigating risk where possible.
• Internal Terms & Conditions approval and compliance with SOAR requirements.
• SSOW/RFP/Contract execution and manage customer signatures.

• Strong experience in Managed Services, MPS, or MDS sales and renewals.
• Proficiency in deal structuring, pricing, contract negotiation, and stakeholder management.
• Strong ability to collaborate cross-functionally with Customer Delivery, Sales, and Pursuit teams.
• Familiarity with HP Dynamics (or similar CRM tools) for opportunity tracking and reporting.
• Strategic thinking and problem-solving abilities in complex contract renewal scenarios.
• Ability to manage multiple renewal cycles simultaneously while maintaining high attention to detail.

• Experience in enterprise sales, pursuit, or business development in the managed services industry.
• Knowledge of contracting processes, compliance, and deal assurance frameworks (e.g., SOAR, BA SOAR).
• Strong analytical skills for financial modeling and renewal profitability analysis.
• Experience with financial modeling tools, including Power BI and similar applications.
• Advanced proficiency in Microsoft Excel for data analysis and financial modeling.
• Familiarity with HP Dynamics or similar CRM tools, as well as managed services reporting and analysis sources such as Customer Account Reporting Database (CARD) and Deal Analysis and Reporting Tool (DART), Power BI, or ITSM where applicable.
• Ability to synthesize complex operational, financial, and account data into clear recommendations for Sales, Pursuit, Delivery, and leadership audiences.