Information technology (IT) analyst

Description The Cisco Renewal Specialist is responsible for managing and executing the end-to-end renewal lifecycle for Cisco software, services, maintenance, and subscription agreements across an assigned portfolio of customers. This role serves as the primary point of contact for renewal opportunities, working closely with customers, partners, account teams, Cisco stakeholders, and internal operations teams to maximize customer retention, drive revenue growth, and ensure a seamless renewal experience. The ideal candidate possesses strong commercial acumen, contract management expertise, and a customer-centric mindset, with the ability to manage a high-volume renewal portfolio while identifying expansion opportunities and mitigating renewal risks. Key Responsibilities Renewal & Contract Management · Own and manage the complete renewal lifecycle for assigned Cisco support, maintenance, subscription, and service contracts. · Prepare, quote, negotiate, and process high-volume and/or complex renewal opportunities accurately and on time. · Lead renewal opportunities or support Account Managers during commercial negotiations to ensure successful contract execution. · Review contract terms, pricing structures, service levels, and entitlement requirements to ensure compliance and accuracy. · Execute renewal contracts for products and services across medium to large accounts with varying levels of complexity. · Educate customers and internal stakeholders on contractual obligations, licensing requirements, and business practices. Customer & Partner Engagement · Serve as the primary point of contact for an assigned renewal portfolio. · Develop trusted relationships with customers, partners, and account teams to support retention and growth objectives. · Proactively engage customers and partners in advance of contract expiration dates to secure timely renewals. · Conduct pricing and service-term negotiations while handling objections and addressing customer concerns. · Engage key decision-makers to identify requirements, remove roadblocks, and secure renewal commitments. · Support customers independently by addressing complex contract, entitlement, and licensing inquiries. Revenue Growth & Customer Retention · Drive customer retention by preserving and expanding existing Cisco agreements. · Identify and pursue upsell, cross-sell, upgrade, and price-adjustment opportunities throughout the renewal cycle. · Increase sales penetration within existing customer accounts. · Partner with account teams to improve contract positioning and strengthen customer relationships. · Curate use-case recommendations and educate customers on relevant Cisco solutions, features, and capabilities. · Meet or exceed renewal, retention, revenue, and growth targets. Forecasting & Pipeline Management · Own and manage the quarterly renewal forecast for assigned accounts. · Track renewal performance metrics using Salesforce, Cisco tools, Gainsight, and other CRM platforms. · Communicate renewal risks, opportunities, and escalations clearly and proactively, following the T+1 model. Operational Excellence & Issue Resolution · Maintain high levels of data quality and system accuracy through thorough CRM updates and documentation. · Ensure customer, contract, entitlement, and renewal data remains complete and accurate. · Identify potential risks that could impact renewal outcomes and proactively coordinate resources to resolve issues. · Collaborate with Cisco, finance, operations, sales, legal, and service delivery teams to address contract, pricing, entitlement, and operational challenges. · Drive compliance with Cisco policies, pricing programs, contra