Customer Retention & Sales Solutions Specialist

Customer Retention & Sales Solutions Specialist

Description -

The Renewal Specialist plays a pivotal role in collaborating with Sales, Pursuit, and Delivery teams to develop and execute renewal and extension strategies for Managed Print Services (MPS) and Managed Device Services (MDS) accounts. This role is responsible for managing and optimizing the renewal process to drive higher contract value, improved profitability, and seamless customer retention.

Depending on account type and customer segment, the Renewal Specialist will either own or partner on key sales development activities. Central to this success is the Account Auditing & Strategic Gap Analysis phase: the Specialist conducts detailed reviews to audit the fidelity of initial solution deliveries against original contract terms—identifying areas where delivery must be corrected—while simultaneously evaluating the client’s evolving business landscape to align their future-state needs with our service roadmap.

To ensure these insights lead to results, the Specialist provides End-to-End Renewal Lifecycle Management. This involves leading the entire activity from initial opportunity identification with sales partners through strategy planning and final execution. The Specialist is responsible for orchestrating the inclusion of appropriate resources—such as Pursuit and Delivery teams—at the critical stages of the cycle. By serving as the central point of accountability, the Specialist keeps all stakeholders on track, mitigates risks, and ensures that the "bridge" strategies required to address identified service or performance gaps are executed on time and within scope.

The role is also accountable for evaluating account-level financial risks, preparing detailed financial analyses, and creating consolidated data-driven reports for senior leadership to support accurate forecasting, planning, and executive visibility.

Key Responsibilities:

Renewals Governance:

• Identify and track expiring contracts based on predefined timing thresholds (e.g., 18–24 months before expiry for high-value deals).
• Manage renewal forecast for Enterprise and Public Sector accounts (T-24 to T-18 months) and ensure proactive engagement.
• Perform data analytics on current customer spend and adoption/deployment against existing managed services contracts and new renewal opportunity Total Contract Value (TCV).
• Analyze and report summary TCV/Opportunity data for all pipeline deals and update weekly won deals in tracking tools for senior leadership.

Opportunity Analysis & Qualification:

• Develop renewal plans and roadmaps in alignment with customer needs.
• Collaborate with Customer Success, Pursuit and Sales to jointly conduct renewal vs. extension assessments and Go/No-Go evaluations.
• Interacts with internal and external teams to support proposal creation, including response support for requests for proposals (RFPs)
• Participates in communication efforts, including client interactions, sales meetings, and internal updates.
• Log and manage renewal opportunities in HP Dynamics to maintain pipeline visibility.
• Source detailed data to assess renewal viability.
• Create and package renewal deal evaluations, ensuring alignment with customer and business priorities.
• Develop Win Strategy & Value-Added Services (VAS) Plan and conduct account health risk assessments.
• Engage Pursuit teams when applicable and ensure the right resources are assigned.

Develop & Close:

• Opportunity costing and deal assurance for competitive pricing, including quote generation and review.
• Bid approvals via Business Assurance (BA SOAR) when necessary.
• Contract negotiations, mitigating risk where possible.
• Internal Terms & Conditions approval and compliance with SOAR requirements.
• SSOW/RFP/Contract execution and manage customer signatures.

Required Skills & Experience:

• Strong experience in Managed Services, MPS, or MDS sales and renewals.
• Proficiency in deal structuring, pricing, contract negotiation, and stakeholder management.
• Strong ability to collaborate cross-functionally with Customer Success, Sales, and Pursuit teams.
• Familiarity with HP Dynamics (or similar CRM tools) for opportunity tracking and reporting.
• Strategic thinking and problem-solving abilities in complex contract renewal scenarios.
• Ability to manage multiple renewal cycles simultaneously while maintaining high attention to detail.

Preferred Qualifications:

• Experience in enterprise sales, pursuit, or business development in the managed services industry.
• Knowledge of contracting processes, compliance, and deal assurance frameworks (e.g., SOAR, BA SOAR).
• Strong analytical skills for financial modeling and renewal profitability analysis.
• Experience with financial modeling tools, including Power BI and similar applications.
• Advanced proficiency in Microsoft Excel for data analysis and financial modeling.
• Experience with Customer Account Reporting Database (CARD) and Deal Analysis and Reporting Tool (DART).

Education & Experience Recommended

• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in technical selling, consultative selling, account management, or a related field or an advanced degree with 3-5 years of work experience.

Knowledge & Skills

• Business Development (BizDev)
• Strong Excel and Financial/numbers analysis
• Customer Success Management
• Demonstration Skills
• Negotiation Skills
• Enterprise Application Software
• ITAM
• Presales
• Presentation Skills
• Request For Proposal
• Sales and Sales Process
• Sales Prospecting
• Software As A Service (SaaS)

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Job -

Sales

Schedule -

Full time

Shift -

No Shift premium (Canada)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"