Renewals Account Manager - EMEA

The Renewals Manager manages and sells Riverbed software maintenance renewals in the EMEA theater. This role facilitates renewals through Riverbed channel partners, Riverbed’s sales force and direct to Riverbed customers. The Support Renewals Manager will manage and maintain Support & Subscriptions contracts while growing support revenues through renewing and reinstating such contracts.

• Preparation of Enterprise and SMB renewal quotes for maintenance contracts within 90 - 120 days prior to expiration and book orders as they are received.
• Review and interpretation of contractual terms and conditions. Proposed creative deal structures and lead pricing negotiations.
• Validation of customer asset lists.
• Contact and follow-up with customers and partners to ensure timely maintenance renewal.
• Understand product, systems and processes to assist in selling maintenance renewals. Ensuringcontractor/partner/customer awareness and understanding of applicable product elements.
• Assist customers with any product discrepancies in their install base to include license reconciliations and audits.
• Manage customer requests for contract merges, transfers and licenses purges.
• Field inbound calls from various sources and work to understand and satisfy the request.
• Partner with field sales to save any potentially lost maintenance renewal.
• Track contract non-renewal including reasons for cancellation.
• Prepare forecasts of maintenance renewal bookings within a 10% accuracy rate.
• Timely resolution of backlog in assigned territory.
• Collaborate with marketing, support, sales management, product management and account management to facilitate new programs, messages, campaigns, and offerings.
• Ensure reporting and communications is frequent and bi-directional.

• 5+ year previous experience in sales, specifically software maintenance renewals, is preferred.
• Must thrive in a quota driven environment.
• Must have the ability to negotiate and up-sell maintenance offerings and build relationships both internally and externally.
• Account planning experience and involvement in the alignment of sales, channel, professional services and training teams around renewal events.
• Ability to forecast maintenance bookings and a strong desire and willingness to learn.
• Apt ability to multi-tasker and juggle priorities to facilitate on-time Maintenance & Support Renewals. Experience structuring deals and excel at creative problem solving.
• Excellent organizational skills with the ability to take initiative and work proactively with minimal supervision.
• Must possess excellent customer service skills with an orientation towards helping the customers.
• Strong working knowledge of Microsoft Office, Oracle and Salesforce.com applications is desired.
• Basic understanding of telecommunications, networking and IP technology solutions is preferred.
• Strong preference for second language proficiency, but not required.
• Bachelor’s Degree or Equivalent Work Experience.