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Associate Renewal Support Specialist

2 months ago

Belfast, United Kingdom Rapid7 Full time
About the Role

As a key member of our Business Operations team at Rapid7, you will play a vital role in supporting the sales and customer success teams by generating renewal quotes for our customers and channel partners. Your attention to detail, excellent communication skills, and ability to work collaboratively with others will be essential in ensuring the success of this role.

Key Responsibilities
  • Utilize NetSuite (ERP+CRM) and Salesforce (CRM) to create renewal quotes for the current customer base.
  • Deliver validated renewal quotes to appropriate Customer Success Manager or directly to Customers/Partners days in advance of subscription expiration.
  • Work with Customer Success Operations/Deal Operations counterparts to validate accuracy of baseline and account ARR and escalate scenarios for review.
  • Research customer license records, subscriptions purchases, and renewal history while assisting with fulfillment, as required.
  • Take ownership of the Tier 5 customer lifecycle.
  • Gather requirements from Customer Success Managers and Account Executives for renewal, expansion, and upsell opportunities with clear understanding of co-term/true-up calculations and quoting.
  • Help to calculate and validate challenging quoting scenarios including multidate co-terms, non-standard deployments, billing requirements, and securing necessary internal approvals.
  • Assist with projects to drive automation and efficiency.
  • Monitor the deal support ticket queue to provide general quoting assistance and advice on common deal questions, in a timely fashion.
Requirements
  • 1-3 years of experience in order management, sales operations, or a business operations role.
  • BA/BS in Business Administration, Finance, or Accounting degree from a 3-year college or university or equivalent experience.
  • Strong communication skills demonstrated through email, slack, customer calls, and internal meetings.
  • Strong analytical skills with a high attention to detail.
  • Customer-centric approach, dedicated to providing exceptional customer service.
  • Tech-savvy & excited to work in a fast-paced environment.
  • Collaborative team player, who also has the ability to work independently.
  • Ability to multitask and prioritize at times of high volume, schedule flexibility during End of Month, End of Quarter.