Support Renewals Manager - North America at Riverbed Technology in Bethesda, Maryland

Posted in Management 6 days ago.

Job Description:

Support Renewals Manager - North America

Job Locations

US-TX-Austin | US-CO-Colorado | US-VA-Reston | US-MD-Bethesda

Req No.
Professional Services
Posting location
Austin, TX

Company Overview

Riverbed enablesorganizations tomaximizeperformance and visibility for networks and applications, so they can overcome complexity and fully capitalize on their digital and cloud investments. The Riverbed Network and Application Performance Platform enables organizations to visualize, optimize, remediate and accelerate the performance of any network for any application. The platform addresses performanceand visibilityholistically with best-in-class WAN optimization, network performance management (NPM), application acceleration (includingOffice 365, SaaS, client and cloud acceleration), and enterprise-grade SD-WAN. Riverbed's 30,000+ customers include 99% of the Fortune 100.

About this Position

Location: Austin, TX / Denver, CO / Reston, VA / Bethesda, MD

The Support Renewals Manager manages and sells Riverbed software maintenance renewals in the larger Americas. 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, up-selling and reinstating such contracts.

Responsibilities include:

    Preparation of high volume 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. Ensuring contractor/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.

Job Requirements:

  • 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 applications is desired.

  • Basic understanding of telecommunications, networking and IP technology solutions is preferred.

  • Bachelor's Degree or Equivalent Work Experience

About Riverbed

Riverbed offers a rewarding experience of working with the best minds in the industry that are changing the world through cutting edge technology and applications. We are proud of our great culture that continuously fosters innovation, collaboration, and diverse work environments. We remain committed to attracting, developing, and retaining the most diverse group of talent to better serve our customers.

Learn more about Riverbed:


Riverbed is proud to be an affirmative action (AA) and equal employment opportunities (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.



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