Associate Renewal Support Specialist

at  Rapid7

As an Associate Renewal Support Analyst, you will assist the sales and customer success teams by generating renewal quotes for our customers and channel partners. You will have excellent attention to detail, enjoy collaborating with others, working cross functionally, and working as part of a team.

THE SKILLS YOU’LL BRING INCLUDE:

• 1-3 years of experience in order management, sales operations, or a business operations role
• BA/ BS in Business Administration, Finance, or Accounting degree from 3 year college or university or equivalent experience
• Strong communication skills demonstrated through email, slack, customer calls, and internal meetings
• Strong analytical skills with a high attention to detail
• Customer centric approach, dedicated to providing exceptional customer service
• Tech savvy & excited to work in a fast-paced environment
• Collaborative team player, who also has the ability to work independently
• Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End of Quarter
  We know that the best ideas and solutions come from multi-dimensional teams. That’s because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don’t be shy - apply today.

ABOUT THE ROLE

As an Associate Renewal Support Analyst, you will partner cross functionally across teams to assist with the creation of renewal quotes for our customers and channel partners, ensuring we are being proactive in our approach, and playing a key role in customer retention. You will be responsible for proactively creating accurate renewal quotes, whilst monitoring our Freshservice ticketing system to provide concise support to the sales teams regarding renewal pricing, product queries, billing schedules and multi year renewal structures.

IN THIS ROLE, YOU WILL:

• Utilize NetSuite (ERP+CRM) and Salesforce (CRM)to create renewal quotes for the current customer base
• Deliver validated renewal quotes to appropriate Customer Success Manager or directly to Customers/Partners 90-120 days in advance of subscription expiration
• Work with Customer Success Operations/Deal Operations counterparts to validate accuracy of baseline and account ARR and escalate scenarios for review
• Research customer license records, subscriptions purchases, and renewal history while assisting with fulfillment, as required
• Take ownership of the Tier 5 customer lifecycle
• Gather requirements from Customer Success Managers and Account Executives for renewal, expansion and upsell opportunities with clear understanding of co-term/true-up calculations and quoting
• Help to calculate and validate challenging quoting scenarios including multidate co-terms, non-standard deployments, billing requirements and securing necessary internal approvals
• Assist with projects to drive automation and efficiency
• Monitor the deal support ticket queue to provide general quoting assistance and advice on common deal questions, in a timely fashion