Lancope is seeking an entrepreneurial, versatile and customer-focused individual to help develop positive and productive long-term relationships with Lancope’s existing customers which results in customer retention and consistent maintenance revenue. As Customer Success Representative, you will manage and maintain support contracts while growing service revenues through on-time renewing and contract reinstatement, as well as engaging with the Lancope Sales team by uncovering up-selling and cross-selling opportunities. 

Essential Duties and Responsibilities:

Protect and grow maintenance revenue stream in your territory

Drive maintenance renewal activities according to defined processes, procedures, and systems

Prepare renewal quotes for maintenance contracts within 120 days of expiration

Ensure timely and accurate maintenance renewals

Review and interpret contractual terms and conditions

Contact and follow-up with customers and partners to ensure timely maintenance renewal

Assist customers with any product discrepancies in their install base to include license reconciliations and audits

Coordinate with Territory Account Managers (TAM) and Inside Sales Representatives (ISR), as well as fellow Support Renewal Specialists, on more complex opportunities

Prepare order packet to submit for maintenance renewal processing and invoicing

Partner with field sales to save any potentially lost maintenance renewals

Track contract non-renewal including reasons for cancellation

Prepare forecasts of maintenance renewal bookings

Position and sell professional services and training bundles at time of renewal

Uncover upsell and cross-sell opportunities and pass to appropriate sales representative

Establish a trusted adviser relationship with our customers to ensure their overall satisfaction with our products, technologies, and services

Refine internal processes to ensure efficient and consistent management of renewals

 

Qualifications:

2-3 years of account management experience

Renewals/maintenance experience a plus

Strong customer focus and passion for helping customers succeed

Creative problem-solver with great attention to detail

Strong negotiation and objection-handling skills

Proactive and results-oriented, with strong prioritization skills

Excellent verbal and written communication skills

Experience with Network and Security products and technologies a plus

General understanding of software licensing a plus

Bachelor’s Degree from four-year college or university or equivalent experience

Experience with Microsoft Office (Word, Excel, PowerPoint, Outlook) and Salesforce.com