Manager, Business

The Renewals Manager is responsible for:

• Educating customers
• Order/process renewals
• Improving processes

Key Measurables (KPIs):

This role is accountable for achieving and maintaining the following measurable results:

• Attach Rate
• Contract Completion and Purchasing Cycle Performance
• Renewals Operational Ticket Resolution (Custom & Purchasing)
• Overall Renewal Rate

Measurables may be reviewed and adjusted periodically to align with business goals.

Essential Job Functions & Expected Outcomes:

Product Renewals: 100% of the Job

• Meets with customers to create service renewals and purchase orders in a timely manner to ensure renewal is closed before the contract expiration date
• Orders all new Cisco maintenance plans once products ship to ensure customers have timely access to technical support
• Sends emails to customers to confirm order was processed in a timely manner and according to the agreed upon terms
• Follows internal program and Cisco system requirements to create accurate quotes for renewal
• Manages exceptions for customers with issues that may delay or inhibit renewals
• Serves as Subject Matter Expert to customers regarding products, warranties, renewal terms, new support levels and end of support equipment, to ensure a thorough understanding of the process
• Collaborates with sales team on sales strategies, quotes, and additional opportunities to drive renewal rate
• Maintains ERP system for customer profiles and active products and services to ensure the system has the most up-to-date information
• Attends manufacturer and/or distributor training to stay up to date on product basics and process/program requirements
• Reviews Cisco reports to confirm usage percentage rates are at or above target to ensure company is eligible for rebates

Position Requirements:

Education:

Bachelor’s degree in Business Administration, Sales, Marketing, or related field preferred; will consider an equivalent combination of education and relevant experience.

Position Description

Experience:

2+ years of progressive experience in renewals, customer success, contract administration, account management, or related customer-facing roles.

Certification(s):
Cisco Services Expert Program (CSEP) certification preferred or required within six months of accepting the role.

Functional

Skills:

• Strong planning, prioritization, and organizational skills
• Demonstrated ability to manage contract life cycles and renewal pipelines
• Strong attention to detail and accuracy in contract terms, pricing, and timelines
• Excellent customer service and relationship management skills
• Ability to analyze renewal data and identify risks and growth opportunities
• Ability to manage multiple deadlines and competing priorities
• Strong understanding of compliance, contract processes, and internal controls

Technology Aptitude/

Skills:

• Experience working in CRM systems and vendor portals (e.g., Cisco)
• Familiarity with quoting tools and contract management systems
• Ability to learn and navigate purchasing and procurement workflows

Language

Skills:

• Strong verbal and written communication skills
• Ability to communicate renewal terms, pricing, and service value clearly to customers
• Ability to collaborate effectively with Sales, Finance, and Engineering teams
• Strong documentation skills to track renewal activities and customer communications

Leadership/Behaviors:

• Demonstrates ownership and accountability for renewal outcomes and contract completion
• Works independently while collaborating cross-functionally to drive retention success
• Exercises sound judgment and escalates risks appropriately
• Maintains strong customer-first mindset and compliance orientation
• Self-motivated, results-driven, and focused on revenue protection and growth

Culture Match Behaviors:
Honest, “Does the Right Thing”, collaborative, respectful,…