Renewals Operations Representative (must have VAR experience)

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If you're ready to be part of a team that values innovation, culture, and business impact, Evotek is the place for you.

The Renewals Operations Representative executes various procedures in support of Evotek's strategic sourcing and reseller renewals business. This role's primary focus is the efficient and accurate processing of client orders through the quote to cash and procure to pay cycles. As a key operations liaison across varying internal functions (i.e. Sales, Finance, Engineering, Legal, Channel Partners, Solution Delivery, etc.) and with customers, this role is critical to the revenue operations of the organization.

Responsibilities

The Renewals Operations Representative will work closely with the sales, engineering and finance teams to process incoming renewal orders in Salesforce and purchases with vendors and distributors. Essential duties include:

Customer Experience:

• Understand the customer profiles and expectations of a mostly enterprise level client base.
• Work cross-functionally with Sales, Sales Operations, Renewals, Partners, Legal, Distributors, Finance, Partner Operations, and Solution Engineering to ensure deal and business goals supported in delivering a strong customer experience.
• Respond swiftly and resolve critical situations that impact customer service delivery and SLAs.

Renewals:

• Proactively request and provide customer renewal quotes 60 to 90+ days prior to support expiration.
• Maintain renewal database with serial numbers, contract information, support start/end dates for all customers.
• Obtain information from vendors relating to order confirmations and save where applicable.
• Ensure all orders are processed with suppliers, as no physical product is shipped confirmation is needed.
• Review Auto-Renew manufacturers to ensure customers are receiving their quotes prior to the auto renewal date.

Channel Partners/Distributors (Procurement):

• Work with Partner resources and Evotek Engineering to ensure accurate Bills of Material.
• Responsible for Deal Registration, Quoting, Ordering, Returns and Tracking of orders.
• Obtain information from vendors relating to support dates.
• Maintain knowledge of vendor portals and promotions in support of competitive sourcing of products and services.
• Ensure adherence to vendor compliance requirements driving the reduction and elimination of issues.
• Ensure terms and conditions of deals included in vendor quotes to Evotek are representative of the client's terms and Evotek policies.
• Issue purchase orders in compliance with internal policies.

Sales Quotations:

• Ensure accuracy and appropriate response times while executing the quote to order process.
• Present price, credit and terms in accordance with standard procedures and customers profitability profiles.
• Continually advance individual understanding of new or complex pricing and contracting scenarios, such as: enterprise agreements, usage-based licensing and consumption licensing.
• Work with team specialists, where applicable, to appropriately process unique or complex orders while developing skill sets.
• Leverage applications to seek approval and track for exceptions (i.e. pricing, cancelations, auto-renewals, approved distributors, etc.)

Team Collaboration:

• Engage Partner Operations for onboarding and Partner review.
• Engage Evotek Legal for contract review and negotiations of terms.
• Participate in the onboarding of new sales operations employees.
• Contribute to standard operating procedure creation and maintenance.
• Offer support and cover for colleagues' workload as needed.

Corporate Applications:

• Responsible for the adherence to Evotek standard operating procedures and policies in daily business.
• Remain current on customer preferences and product pricing models by attending internal meetings and vendor trainings.
• In-depth knowledge and use of Evotek tools, processes, and partner facing applications and promotions that allow us to competitively source products and services.

General Responsibilities:

• Have a data-driven approach to daily work.
• Leverage corporate applications for customer orders, booking tracking, deal financials, gross profit tracking, and essential information retrieval in support of daily workflow.
• Support backlog review and reporting to ensure completeness of the deal processing.
• Contribute to the cross-functional support for the overall customer experience.
• Take ownership of assigned sales representative account activity and ad-hoc assignments.
• Act as a bridge between our sales team and the cross-functional operational support with respect to customer order management and execution.

Specializations:

• Harness sales operations knowledge to continually expand understanding of the various deal types (renewals, MPS, referrals, RMAs, services).
• Take an active approach to specializing in areas that can be of support to the broader team such that the whole team can benefit from specializations within the group.