Senior Renewals Account Manager

Riverbed. Empower the Experience:
Riverbed, the leader in AI observability, helps organizations optimize their user’s experiences by leveraging AI automation for the prevention, identification, and resolution of IT issues. With over 20 years of experience in data collection and AI and machine learning, Riverbed’s open and **AI-powered observability platform** and solutions optimize digital experiences and greatly improves IT efficiency. Riverbed also offers industry-leading** Acceleration solutions** that provide fast, agile, secure acceleration of any app, over any network, to users anywhere. Together with our thousands of market-leading customers globally - including 95% of the FORTUNE 100 - we are empowering next-generation digital experiences.

Position:
**Title**:Senior Renewals Account Manager - APJ

**Location**:Singapore or Japan

The Renewals Manager manages and sells Riverbed software maintenance renewals in the APJ theater. 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 and reinstating such contracts.

What you will do:

- Confidently engaging in direct communication with end-user customers and Riverbed channel partners.
- Preparation of Enterprise and SMB 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.
- 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 mínimal supervision.
- Must possess excellent customer service skills with an orientation towards helping the customers.
- Basic understanding of telecommunications, networking and IP technology solutions is preferred.
- Bachelor’s Degree or Equivalent Work Experience.

What we offer:
Our employee benefits including flexible workplace policies, employee resource groups, learning and development resources, career progression pathways, and community engagement initiatives are some of the reasons why we have had great success in bringing in new talent. In addition, our global employee wellness programs are crafted to support the physical, emotional, and financial well-being of our employees.

Benefits & Perks vary by Country.

About Riverbed:
With a 20-year history of innovation, Riverbed is agile, yet proven, and we are disrupting the market with differentiated solutions that enable our customers to deliver secure, seamless digital experiences and accelerate enterprise performance While we are a ‘customer-first’ company, we are all about our people with a shared commitment to creating a global impact. We bring our best selves to work and pursue excellence, trust, and respect for one another. We welcome and encourage transparency and open communication throughout the company. We strive to be an inclusive, fair, and enjoyable workplace for our people globally and care about their wellbeing. We are committed to our people, partners, and customer