This role engages early and often with customers and partners, together with Renewals Specialists, often initiating and leading conversations to understand business needs, technology objectives, and long-term plans across multiple accounts and segments. It builds relationships with customers and channel partner teams to understand business priorities and objectives, ensuring alignment with the CX recurring revenue strategy. Throughout the renewal process, the position collaborates with the Renewals Specialist from opportunity identification to close, initiating engagement through a warm handoff from Sales and Customer Success, and confirming roles and responsibilities early to ensure a smooth transition, aligned activation strategy, and unified customer engagement. The role collaborates cross-functionally with field sales, inside sales, channel teams, delivery, operations, and customer success to provide a unified customer-facing solution, ensure on-time renewals, and identify expansion opportunities. It partners with sales on deal strategy and with customer success on adoption and sentiment to address competitive, adoption, and technology risks across the renewal portfolio, ensuring the appropriate expertise is involved to resolve complex scenarios. The role conducts proactive risk assessments to identify potential risks early in the renewal process, collaborating with relevant teams to develop and implement resolution strategies that ensure successful renewals and customer satisfaction. It leads the end-to-end renewal process for support services and collaborates with the Renewals Specialist on software subscriptions, engaging customers, partners, and Cisco teams to ensure successful agreement renewals. The position leverages AI tools to provide actionable insights, optimize renewal strategies, and strengthen customer relationships for effective revenue retention and growth, while developing and executing comprehensive renewal strategies that include commercial positioning, value articulation, and negotiation oversight for both transactional and complex, multi-product agreements. Additionally, it manages forecasting for renewals and potential churn, advising account teams and leadership on pipeline health and revenue retention, and identifies and drives growth opportunities-including cross-sell and upsell-across the customer base by leveraging insights from data, customer feedback, and market trends.
What You'll Do:
•Works on cross-functional renewals of medium complexity, that cover multiple technologies
•Manages renewals for mid-size to large accounts, independently with some support, balancing volume with increasing complexity and customer expectations
•Utilizes data (e.g. install base data, purchasing structure, adoption status) to gain knowledge of, and coordinate with customers, ensuring on-time renewals
•Recognizes and flags competitive threats; utilizes this data to differentiate Cisco's value to customers and Partners
•Represents the renewals sales motion in the strategic account planning process; may coordinate with Renewals Specialists
•Coordinates renewal execution across internal teams, following established processes and timelines; escalates delays or blockers to more senior team members
•Manages renewal process and approach to ensure commercial and contract readiness; identifies offers that align with customer timelines and desired outcomes
•Follows established processes to coordinate renewal quote readiness and logistics, identifies and coordinates on risks and blockers with account team members; attends customer calls and assists with data validation
•Implements business process improvements to renewal workflows, including automation and simplification
•Demonstrates broad technical expertise across multiple technologies and understands core renewal processes and tools (e.g., quoting, ordering, contract basics)
•Applies standard renewal plays (e.g. co-termination, expansion, migration), identifies coordination gaps, and shares insights from customer renewals to improve Cisco processes
•Leverages working knowledge of automation, software, and AI tools to optimize renewal workflows, reporting and forecasting, and customer experience; suggests opportunities for automation and simplification
•Collaborates, communicates and manages expectations, anticipating and addressing problems early, managing work and adapting plans based on feedback
•Typically interacts with individual contributors, managers, and customers
•Builds credibility with internal teams (account teams and Renewals Specialists) and customers
•Provides guidance to Specialists on consultative delivery approaches and supports cross-functional collaboration
Minimum Qualifications
Bachelors + 5 years of related experience, or
Masters + 3 years of related experience, or
PhD + 0 years of related experience, or
equivalent relevant work experience
Why Cisco?
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.