Position Summary The Maintenance Renewals Business Manager is responsible for driving renewals revenue for North American and Latin American customers (annual maintenance business base of $16M).
They will track all maintenance contracts, ensure renewal quotes are accurate and generated on schedule, and follow through purchase order receipt in order to meet renewal revenue targets.
This position interfaces closely with Sales, Order Management, Finance, and Service Delivery functions to ensure smooth and efficient quoting, order processing, and invoicing.
This position also interfaces with Customers, Partners, and Distributors.
Duties and Responsibilities • Responsible for managing all support renewals for NA and LATAM (base of $16M in annual support revenues).
Track all support contracts, expiration dates, and renewal quotes and bookings.
• Work closely with Sales to ensure understanding of AudioCodes support offerings, pricing, and how to quote.
Support Regional Account Managers to ensure all renewal quotes are generated accurately and sent to Customers in a timely manner to ensure no lapses in support coverage.
• Educate and promote the value of AudioCodes support services to Sales, Partners, and Customers.
• Work with Sales Order Coordinators and IT to ensure accurate customer installed base information is maintained for accurate renewal quoting.
• Serve as Subject Matter Expert on support quoting, pricing, and order processing.
Drive improvements in quoting and ordering processes for support.
Assist Order Coordinators with questions or issues related to maintenance orders.
• Work with Distributors and Partners to ensure accurate maintenance quoting and discounts.
Serve as primary contact for support quoting questions and inquiries.
• Work closely with Technical Support primes.
Follow up on leads associated with non-entitled Customers who contact AudioCodes for support, entitlement questions, and issues associated with contract coverage.
• Onboard new maintenance customers, ensuring they receive a welcome package, know how to contact support, and have online accounts established.
• Report to Services and Sales leadership on renewal rates and performance on support revenue and margin targets.
Requirements: • Experience and knowledge of annuity support processes (renewals management, quoting, pricing, etc.).
• Strong financial skills and understanding of support pricing models and discount structures.
• Experience working in both a direct customer business model and a channel partner and two tier distribution business models.
• Experience working with complex systems and offerings that include Hardware and Software.
• Strong organizational and reporting skills and attention to detail.
• Strong database management skills.
Experience with Oracle is a plus.
• Excellent presentation, verbal, and written communications skills • Self-managed and driven to improve processes and tools.
• Experience influencing and negotiating with sales, customers, and partners.