The Mission
As a Renewals Specialist you are the technical bridge between "customer satisfaction" and "revenue growth." You aren't just processing renewals—you are a strategic "go-getter" who understands the technical DNA of our customers' environments. You will navigate complex software stacks, identify critical gaps in their Unified Communications (UC) and Contact Center (CC) ecosystems, and ensure our clients never miss a beat by articulating the high stakes of their maintenance and licensing coverage.
What You’ll Do
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Drive the Renewal Engine: Manage a high-volume portfolio (20–40 accounts per quarter), initiating engagement 120 days before expiration to ensure 100%+ retention.
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Identify & Close Opportunities: While you support Global Account Managers on "the big fish," you take the lead on Enterprise and "Rest of Market" accounts, identifying deficiencies (like missing 911 routing) and upselling additional services and licenses.
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Technical Discovery: Analyze complex software stacks across multiple releases and acquisitions. You’ll determine what needs renewing, what needs upgrading, and how to optimize the customer’s investment.
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Strategic Collaboration: Act as the "technical scout" for Account Managers. You’ll arm them with data-driven insights and technical advice to maximize account value.
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Customer Advocacy: Lead Quarterly Account Reviews (QARs) to track usage, offer architectural guidance, and provide basic technical support to ensure the solution is delivering maximum ROI.
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Transactional Excellence: Own the quoting and ordering process for renewals and mid-contract expansions that don’t require field sales involvement.
The Ideal Profile
We are looking for a rare hybrid: someone with the technical soul of a Support Engineer but the "hunter" instinct of a Sales Pro.
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The Tech: You have a solid background in Telecommunications, Unified Communications (UC), or Contact Center (CC). If you know the inner workings of Five9, Genesys, or similar competitors, you’re already ahead of the curve.
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The Hustle: You are comfortable with a high-activity cadence. You know how to create urgency by explaining the consequences of a lapsed contract without breaking the customer relationship.
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The Expertise: You can look at a messy spread of legacy licenses and acquired technologies and piece together a coherent renewal strategy.
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The History: Previous experience working with our partners, as a contractor in our ecosystem, or within a high-volume renewal environment is a massive plus.
Why This Role?
This isn't a "back-office" support role. It is a high-visibility, high-impact sales position where you are compensated for the growth you drive. You’ll have the autonomy to lead your own accounts while playing a critical advisory role on our largest global partnerships.
The position is remote home office based with strong preference for the Central or potentially Mountain time zones.
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Experience
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Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future.
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason.
