Job Description

WHO WE ARE LOOKING FOR:

The Client Operations Specialist - Renewals (COS-R) is a sales support role assisting the Client Managers / Client Directors with management of their recurring renewal business.  COS-R support the renewal and maintenance contracts business related to outside sales by proactively generating price quotes, processing orders, assisting with customer inquiries, problem-solving and issue resolution.  This individual may also interact directly with clients to facilitate the sales cycle in the absence of the Client Manager / Client Director.  This crucial role interacts with manufacturing partners, internal business partners and outside clients in a fast-paced support atmosphere.  The COS-R supports the Client Manager / Client Director gross margin objectives by allowing the Client Manager / Client Director more time to be in the field with face to face meetings, recommending the best pricing strategy, and assisting in the sale of a master renewal program within the client base.

HOW YOU’LL MAKE AN IMPACT:

·        Support assigned Client Managers / Client Directors by proactively monitoring existing renewal business with a timely generation of quotes, validation of service contracts, auditing, and management of all aspects of the renewable pipeline using Salesforce.com.

·        Provide excellent client service and communication via available tools and resources. Respond quickly and accurately to requests from internal business functions as well as outside clients and partners.

·        Coordinate & advise Client Manager, Client Director & Clients to explore various opportunities: upsell level of services support, authorized support, multi-year contracts, technology refreshes (EOL/EOS), co-term contracts in combination with various partner technologies

·        Make strategic and competitive pricing recommendations utilizing various pricing tools to maximize Optiv’s profit margins.

·        Coordinate with client management team to identify upsell/cross sell opportunities, negotiate discounts with vendors and distributors, and strategize ways to increase value for client while maximizing margins.

·        Select probability for forecasting based on Client Manager/Client Director direction. Provide ongoing forecasting assistance as needed.

·        Manage maintenance contract and asset tracking for clients.

·        Prepare and submit accurate orders for purchasing.

·        Provide system reporting to the Client Manager/Client Director, operations, and management upon request.

·        Act as liaison between Client Manager/Client Director and Optiv internal business units

·        As needed and upon request, participate in client meetings, including but not limited to: Quarterly Business Reviews (QBR), planning, & touch-point meetings.

·        Facilitate the completion of client requested documentation, including RFPs, supplier forms, and other nonstandard documents

·        Collaborate with internal teams to share best practices, ideas, training, that support Optiv’s culture and core values

·        Build a professional relationship with assigned Client Manager / Client Director so as to reflect Optiv's Core Values

·        Proactively follow-up with clients/manufacturers/distributors/Client Managers/Client Directors other to ensure the sales cycle and the client needs are met

·        Participate in corporate compliance trainings, operations/systems improvements, user-acceptance testing and personal career development activities.

·        Develop and maintain product and industry knowledge

·        Maintain account health through data integrity, credit standing etc. 

·        Actively volunteer to complete tasks on behalf of peers that are out of the office.

·        Leverage client facing tools to enable enhanced self-service capabilities for clients. 

·        Perform other duties as assigned.

Qualifications

• Associates Degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience preferred.
• Two or more years of experience in Business-to-Business Sales/Client Services role required.
• Prior experience with managing renewal contracts preferred.
• Intermediate level experience with Microsoft Office; specifically, Microsoft Outlook, Word and Excel. Internet navigation required.
• Two years of experience in technical or information technologies industry preferred.
• Prior experience in Client Relationship Management software (CRM) required. Salesforce.com experience preferred.

·       Proven ability to prioritize multiple tasks in a fast-paced environment required.

• Ability to work in a sales partnership setting, where workflow is determined by incoming requests required.
• Ability to build relationships and trust with internal and external partners/clients. 
• Ability to prioritize tasks to align with deadlines
• Superior organizational skills, independent judgment and functional arithmetic skills

Additional Information

All your information will be kept confidential according to EEO guidelines.