Renewals Representative

Job description

In this position, you will be supporting all operational functions of the full Renewal Sales cycle. This includes interfacing, guiding, educating, supporting & transacting with Customers, Field Sales Reps, Inside Territory Account Managers, Channel Partners & Distributors on all levels of Renewal opportunities. This person will be the main point of contact for all Commercial/Mid-Enterprise Renewals in a specific assigned territory within Canada.

Position Description

- Assist Customers, Sales, Partners & Distributors directly by phone & email with Security & Support (FortiGuard & FortiCare) license Renewals for both current and expired contracts

- Cross & Up sell into accounts at the time of renewal. While engaging in renewal dialogue, discuss and introduce additional Fortinet products and services that can be procured and added at the time of renewal.

- Proactively reach out to existing customers and partners in order to book meetings to review their account and upcoming renewal.

- Work cross functionally with the extended internal sales teams in order to help facilitate the overall renewal workflow and customer engagement.

- Support and assist Customers, Sales, Partners & Distributors with full Renewal Sales cycle including:

- Generating install base asset reports via the Renewal Tracking System, generate quotes, assist with re-quoting, create proactive upsell quotes, enforce management of Salesforce Renewal opportunities to assigned Sales Reps, assist with product refresh/upsell data & tracking, Trading up, ELA/ESA data support (Enterprise Agreements), EOS/EOL data (End of Support), RMA troubleshooting, general Renewal expertise knowledge share etc.

- Manage inbound renewal email alias to vet and complete requests within allotted SLAs

- Manage inbound Renewal inquiries via Lead record & inbound Renewal calls to corporate phone line

- Utilize Salesforce CRM, Renewal Tracking System, and FreshDesk Ticketing system daily along with all necessary applications to manage and optimize sales of Renewal opportunities

- Train new hire Sales reps on Renewal process & best practices on an as needed basis

- Cross functional/in person interaction on premises with HQ teams such as- Product Marketing, Finance, IT, Order Management, Customer Support, Enterprise Agreement team, Pricing, Marketing & Sales to ensure alignment on renewal processes

- Prioritize workload in order to meet all KPIs, goals and objectives. Staying proactive and productive throughout day on daily tasks and updating renewal opportunities

- Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings

- Quota carrying position tied to territory Renewal goals

Skill Requirements

- Intermediate level of expertise using Salesforce, MS Excel, MS Word & MS PowerPoint

- Must have an effective, confident and professional demeanor in conducting telephone and email communications

- Extremely high attention to detail, analytical & comfortable in a numeric/data driven environment

- Thrives working in a fast paced/high revenue environment demonstrates a high sense of urgency

- Must be customer service forward, self-starter, fast learner & team player

- Ability to maintain a positive, flexible & professional attitude towards customers and co-workers

- Ability to "think outside the box", troubleshoot proactively & accordingly with “Go above & beyond” mentality

Required Skills, Experience & Education

- Technical degree in computer science, information technology/systems, cybersecurity, or a related field

- 1+ year of Renewals, Sales or Operations experience (preferably in the B2B tech industry)

- Track record of meeting monthly, quarterly or annual individual or team quotas

- Has knowledge of commonly used terminology & products within the Cyber Security field

- Understanding of B2B Channel Sales & Direct Sales motions

- The Renewal Representative is required to spend more than 50% of their time outside of office engaged in selling, including travel as needed to make a sale.

Fortinet strives to provide you and your family with a comprehensive benefits package. Benefits eligibility starts on your first day of hire and comprises of 100% company paid medical, dental, and vision coverage, including a Health Spending Account and a Personal Spending Account that gives you flexibility to spend where you need it the most. Our Employee & Family Assistance Plan (EFAP) offers you and your family access to various services like counseling, legal advice, mental health resources etc. We also provide critical illness, disability, and life insurance, as well as a Group Registered Retirement Savings Plan (RRSP) with a company match to help you save faster for retirement. We offer competitive Paid Time Off and flexible leave policies, including paid health days, to help you take care of yourself and your family members. On-target earnings (OTE) for this full-time position is expected to be between $60,000 - $85,000 annually. Wage ranges are based on various factors including the labor market, job type, and job level. Exact salary offers will be determined by factors such as the candidate’s subject knowledge, skill level, qualifications, and experience. All roles are eligible to participate in the Fortinet equity program. Bonus eligibility is reviewed at time of hire and annually at the Company’s discretion.