Client Operations Specialist - Renewals | Remote, USA

The Client Operations Specialist - Strategic Renewals is a sales support role assisting the Strategic 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 interacts directly with clients to facilitate the sales cycle in the absence of the Strategic Client Director, looking for growth within the account and YOY retention.  This crucial role interacts with manufacturing partners, internal business partners and outside clients in a fast-paced support atmosphere.  The COS-R supports the Strategic Client Director gross margin objectives by allowing the Strategic Client Director more time to be in the field with face to face meetings, recommending the best pricing strategy, and promoting the sale of a master renewal program within the client base.

How you’ll make an impact:

• Support assigned 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 Director & Clients to explore various opportunities: upsell level of services support, authorized support, multi-year contracts, co-term contracts in combination with various partner technologies

• Technology Refresh - Inform clients of EOS/EOL technology and recommend alternative solutions

• 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 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 Director, operations, and management upon request.

• Act as liaison between 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 Director so as to reflect Optiv's Core Values

• Proactively follow-up with clients/manufacturers/distributors/ 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. 

• Demonstrates extensive knowledge of the clients various products and maintenance contracts

• Educates clients on contractual language and implications of not renewing

• Focus on expanding the renewal business with net new renewals

• Provide budgetary quotes and historical pricing as needed

• Develop relationships with clients procurement departments

• Understand and leverage extended payment plans to clients

• Perform other duties as assigned.

What we're looking for:

• 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

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups.
• Work/life balance
• Professional training resources
• Creative problem-solving and the ability to tackle unique, complex projects
• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.

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