NetApp Academy - Retention Specialist 

Japan 

848872055

• Work closely with Client Executives and CSM to determine account install base (IB) strategy and identify and qualify retention opportunities;
• Own IB management process and support IB retention sales within their IB retention specialty (renewal, tech refresh, keystones, cloud subscriptions etc.);
• Oversee the retention opportunity creation and hygiene
• Maintain and grow retention rates (including renewal on-time (OTRR) and in-quarter (IQRR) rates, tech refresh, keystones, cloud subscriptions etc.) and discount governance;
• Establish profitable relationships with the channel partners, customers, and account teams with the focus on retention, identifying opportunities for upselling and minimizing churn;
• Design, scope, and prepare customer proposals within their assignment (aligned to specialty);

and competencies

• Own quoting process and quote quality for core renewals, tech refresh, managed services (Keystones),and cloud renewals; collaborate with NetApp quoting team to ensure quality, timliness and accuracy of quotes
• Serve as subject matter expert and provide technical advice related to customer proposals/quotes to help address queries from customers and channel partners; provide advice on compliance matters and policies
• Engage with the channel partners to progress retention opportunities through the sales cycle;
• Educate channel partners on the retention IB process and opportunity management process;
• Attend customer/partner escalations related to retention sales and/or IB matters and engage with cross functional teams to seek resolution

Business Objectives

• Successful execution on customer retention strategy to drive retention dollar outcomes
• Maximize the customer retention potential
• Improved retention rates (renewal, tech refresh, keystones, cloud subscriptions etc)

Key Performance Indicators

• Dollar Retention Rate
• IB Retention Rates including IQRR and OTRR, tech refresh rate
• Discount governance
• Aptitude and readiness for learning and understanding new technologies.
• Creativity in problem-solving and good customer service skills
• Ability to understand and communicate technical solutions and selling concepts.
• Strong ability to use data to drive insights, and execute
• Has strong communication and organizational skills
• Interacts and collaborates with cross functional teams across time zones and cultures

• Bachelor's or Masters' degree.
• Experience with Sales will be advantageous.