Life Cycle Services Specialist

JOB SUMMARY: 

The Life Cycle Management (LCM), Cisco Lifecycle Renewals Specialist (LRS) is a customer-facing role that is responsible for managing customer Cisco renewal opportunities and support within assigned accounts. The LCM Cisco Renewals Specialist will work with the Trace3 account teams to determine client requirements and provide accurate renewal quotes for clients. The LRS is responsible for providing lifecycle support throughout the duration of the customers’ renewal cycle.   

This role will actively participate in the sales process as an extension of the Account Executives by building relationships with customers and Cisco account teams, driving renewal revenue growth in region. This team member collaborates directly with the sales team and Cisco teams on renewals and lifecycle motions, as well as appropriate internal teams to ensure accurate quoting and ordering, and utilization of Trace3’s cloud-based asset management tool, LAMP where applicable. 

SUMMARY OF ESSENTIAL JOB FUNCTIONS: 

Lifecycle & Renewals Management: 

• Ownership and execution of assigned Cisco renewal opportunities within commercial to enterprise level assigned accounts. 

• Proactively engage Cisco support teams and build accurate quotes in CCW-R for renewal quotes. 

• Maintain accurate CRM data for renewal opportunities, pipeline forecasts, client information. 

• Provide clients with accurate renewal quotes, ensuring quotes are compliant with Cisco partner program guidelines, and delivered within established SLAs. 

• Meet with internal teams to provide status updates on outstanding opportunities, upcoming renewals, etc. 

• Identify and position multi-year and/or co-term opportunities driving upsell and expansion opportunities within the renewal. 

• Accurately process client requests, taking actions to reduce complexities e.g., minimize # of contracts. 

• Facilitate post-renewal updates and data requests with appropriate teams.  

• Ownership and execution of supporting the customer’s lifecycle during the term of the renewal.  

General & Collaborative Responsibilities: 

• Work closely with management to report inefficiencies or issues with workflow process. 

• Champion best practices, policies, and procedures.  

• Maintain and expand working knowledge of current Cisco renewal offerings and varying service/support levels. 

• Cross-Team collaboration with Account Teams, Customer Success and various internal teams to support the customer and drive growth 

• Obtain Cisco training as time permits. 

• Support broader organizational initiatives as directed by leadership. 

REQUIRED SKILLS AND EXPERIENCE: 

• High school diploma required; Associate degree preferred. 

• Minimum of 3-5 years of Cisco maintenance renewal experience preferred 

• Proficiency in Cisco Partner Tools (ex. CCW-R, CCW, etc.) 

• Highly organized, detail-oriented, excellent time management skills and able to effectively prioritize tasks. 

• Proven ability to take initiative, manage multiple projects at a time while paying strict attention to detail to meet deadlines. 

• Highly professional, with an ability to communicate transparently and proactively.  

• Personable team player, emphasis on ability to communicate well, build, and maintain relationships.  

• Strong presentation skills preferred 

• Flexible, adaptable, and driven to succeed 

• Excellent oral and written communication skills. 

• Basic accounting skills. 

• Strong analytical skills regarding client quotes, reports, manufacturer data 

• Ability and experience adapting to new processes and procedures 

• Excellent organization skills with an ability to manage competing demands. 

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, PowerPoint, Outlook) 

• Knowledge in Annuities (EA, SaaS & Subscriptions) preferred 

• Strong understanding on Information Technologies is preferred. 

PHYSICAL DEMANDS: 

While performing the standard duties of this job, the employee can expect light physical exertion with long periods of sitting, occasional standing and walking; limited bending, crouching, stooping, stretching, reaching, or similar activities; occasional lifting/moving of items up to 25 pounds. Hearing and speech communication in person and over the telephone is essential to fulfilling the duties of this position.  Specific vision abilities required to read printed materials and a computer screen; including close vision and the ability to adjust focus.

WORK ENVIRONMENT: 

While performing the duties of this job, the employee is frequently surrounded by other employees and their conversations on the telephone and in person.  The noise level and indoor office temperature may vary.