COMPASS IT Solutions and Services Pvt.Ltd.
Website:
citss.in
Job details:
Product Specialist – Options & Renewals
About the Role
The Product Specialist – Options & Renewals will be responsible for driving the growth and retention of Compass IT’s Options & Renewals business across the assigned territory. The role involves managing the renewal lifecycle, strengthening customer relationships, identifying upsell and cross-sell opportunities, and working closely with Account Managers, OEMs, distributors, and internal teams to ensure timely and profitable closure of business.
The ideal candidate should have a strong understanding of IT infrastructure products and services, excellent commercial and customer management skills, and the ability to proactively identify business opportunities within the existing customer base.
Key Responsibilities
1. Business Development & Territory Coverage
- Achieve the annual business objectives and revenue targets assigned to the Options & Renewals SBU for the designated territory.
- Drive renewal business across the assigned customer base and ensure maximum renewal conversion and retention.
- Identify opportunities for upselling and cross-selling additional products, services, support contracts, warranties, subscriptions, and technology solutions.
- Develop business opportunities within both Named Accounts and Non-Named Accounts through proactive customer engagement, calling, digital communication, and ecosystem-led opportunities.
- Build and maintain a healthy renewal pipeline to support consistent business growth throughout the year.
- Execute sales plays and business initiatives defined by the SBU Head.
2. Renewal Management
- Own the end-to-end renewal cycle, from identifying upcoming renewals to quotation, negotiation, closure, and order execution.
- Maintain a structured database/tracker of upcoming renewals and proactively engage customers well ahead of expiry dates.
- Coordinate with Account Managers, OEMs, distributors, and internal teams to ensure competitive and timely renewal quotations.
- Track renewal opportunities, pending quotations, customer decisions, and closure status.
- Identify potential renewal risks and take proactive measures to improve renewal conversion.
- Ensure timely follow-up on commercial proposals and customer approvals.
- Support the collection of receivables related to renewal business.
3. Customer Relationship Management
- Act as the single point of contact for Options & Renewals for assigned customers and accounts.
- Develop strong, long-term relationships with customers and understand their IT environment, contract lifecycle, and future requirements.
- Proactively engage customers before contract/warranty/subscription expiry to understand their requirements and business plans.
- Drive customer advocacy and ensure a positive customer experience throughout the renewal process.
- Identify customer pain points and coordinate with relevant internal teams to resolve issues and escalations.
- Generate customer references and identify opportunities for expanding Compass IT's engagement within existing accounts.
- Work towards maintaining a positive NPS/customer satisfaction across assigned customers.
4. Sales Support & Opportunity Conversion
- Work closely with Account Managers and Sales teams to identify and qualify renewal, upsell, and cross-sell opportunities.
- Participate in customer meetings and sales calls to present renewal options and relevant product/service offerings.
- Prepare commercial proposals for standard renewal and product offerings.
- Collaborate with Solution Architects, SBU Heads, and technical teams for complex solution requirements.
- Develop differentiated and customer-focused commercial propositions that demonstrate business value.
- Respond promptly to customer queries, objections, and commercial requirements.
- Support the sales team in negotiation and closure of opportunities.
5. OEM & Distributor Management
- Develop strong and mutually beneficial relationships with relevant OEMs, distributors, and channel partners.
- Coordinate with OEMs and distributors for pricing, special bids, deal registration, renewal discounts, promotions, and commercial support.
- Stay updated on OEM renewal programs, licensing models, warranty/support offerings, product lifecycle changes, and incentive programs.
- Leverage the OEM and distributor ecosystem to improve competitiveness and increase renewal conversion.
- Ensure alignment with OEMs on required product, sales, and technical knowledge.
6. Pipeline Management & Forecasting
- Maintain accurate and up-to-date renewal and opportunity pipelines.
- Provide regular forecasts on upcoming renewals, expected closures, risks, and revenue realization.
- Track renewal performance against targets and identify gaps proactively.
- Maintain high forecasting accuracy and ensure timely reporting to the SBU Head.
- Analyse renewal trends, customer behaviour, lost renewals, and opportunities for improvement.
- Prepare periodic business updates and MIS reports as required.
7. Order & Commercial Coordination
- Ensure timely and accurate processing of quotations, purchase orders, renewals, and related documentation.
- Coordinate with Finance, Operations, Procurement, and Service teams to ensure smooth execution of customer orders.
- Ensure business is executed within approved commercial parameters and expected timelines.
- Follow up on billing and collections to support healthy receivables.
- Ensure all customer commitments are tracked and fulfilled.
Skills, Competencies & Capabilities Required
Technical & Product Knowledge
- Good understanding of IT infrastructure products, solutions, warranties, AMC, support contracts, subscriptions, licensing, and renewals.
- Understanding of enterprise IT technologies such as Server, Storage, Networking, Security, Cloud, Backup, Data Protection, and related solutions will be an advantage.
- Strong understanding of the Options & Renewals business model and the importance of customer retention and lifecycle management.
- Ability to understand customer requirements and map them to relevant products and services.
Sales & Commercial Skills
- Strong B2B sales and customer relationship management skills.
- Ability to identify upsell and cross-sell opportunities.
- Strong negotiation and commercial acumen.
- Ability to create compelling commercial propositions.
- Strong pipeline management and forecasting capabilities.
- Ability to work towards revenue and profitability objectives.
Business & Analytical Capabilities
- Ability to develop and execute a business plan for the assigned territory/customer portfolio.
- Strong analytical and problem-solving skills.
- Ability to analyse renewal pipelines, business trends, customer requirements, and revenue gaps.
- Strong execution orientation with attention to timelines and business outcomes.
- Systems thinking and ability to understand interdependencies across Sales, Presales, OEM, Procurement, Finance, and Service teams.
Behavioural Expectations
- Demonstrates ownership, accountability, initiative, and proactiveness.
- Follows through on commitments and takes responsibility for business outcomes.
- Anticipates renewal risks and acts proactively rather than waiting for customer follow-up.
- Surfaces problems early and actively participates in finding solutions.
- Maintains a strong customer-first approach.
- Demonstrates professionalism and integrity in customer and partner interactions.
- Works collaboratively with Account Managers, SBU Heads, Solution Architects, Service Delivery, Finance, Procurement, OEMs, and distributors.
- Continuously develops product, technology, commercial, and industry knowledge.
- Demonstrates a growth mindset and actively looks for opportunities to expand Compass IT's business within existing accounts.
Key Performance Indicators (KPIs)
- Renewal Revenue Achievement
- Renewal Conversion Rate
- Renewal Retention Rate
- Renewal Pipeline Coverage
- Upsell & Cross-sell Revenue
- Gross Margin / Profitability
- Forecast Accuracy
- On-time Renewal Closure
- Customer Retention & Satisfaction
- Receivables / Collection Performance
- OEM & Distributor Engagement
- New Opportunities Generated from Existing Customers
Experience & Qualification
- Experience: 4–8 years in IT sales, renewals, account management, channel sales, or a related IT infrastructure business.
- Experience in IT infrastructure, OEM/channel ecosystem, AMC/support renewals, subscriptions, licensing, warranty, or managed services will be preferred.
- Graduate degree in any discipline; MBA/Sales/Marketing qualification will be an advantage.
- Strong communication, presentation, negotiation, and customer management skills.
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