Customer Retention Sales (CRS) Managed Services Renewals Specialist

Customer Retention Sales (CRS) Managed Services Renewals Specialist Description - The CRS Specialist plays a key role in leading, co-leading, or supporting structured renewal, extension, retention, and expansion strategies for existing Managed Print Services (MPS) and Managed Device Services (MDS) accounts in partnership with Sales, Pursuit, COE (Center Of Excellence), Solution Architects, Delivery, Finance, and contract governance teams. This role helps improve renewal readiness, protect and grow contract value, support profitability, and strengthen customer retention. Depending on account type and customer segment, market ownership model, and deal complexity, the CRS Specialist will either own or partner on key sales development and pursuit activities, including opportunity qualification, deal strategy, pricing, negotiation, and contract execution for direct MPS and MDS contracts. To turn insights into results, the CRS Specialist provides structured renewal lifecycle management, including early opportunity identification, Managed Services Renewal Analysis (MSRA) development, strategy planning, pursuit alignment, resource orchestration, risk mitigation, approval coordination, benchmarking, competitive analysis, and execution tracking. When CRS leads or co-leads the renewal motion, the Specialist acts as the central point of accountability, keeping stakeholders aligned and ensuring required actions are completed 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.

Renewals Governance: Identify, track, qualify, and prioritize expiring contracts based on predefined timing thresholds, segment, contract value, renewal risk, and strategic importance (e.g., 12–24 months before expiry depending on the complexity of the opportunity). Forecast renewals (T-24 to T-12 months) and ensure proactive engagement.

Analysis & Qualification: Develop renewal plans and roadmaps in alignment with customer needs. Collaborate with Customer Delivery, 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 and related tracking tools to support pipeline visibility, forecasting, and leadership reporting. Source detailed data to assess renewal viability. Create and Analyze 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: Lead or support opportunity costing, deal assurance, pricing review, and quote coordination based on the agreed renewal of ownership model. Coordinate BA SOAR, OA SOAR, or other approval workflows when required by the renewal motion, deal type, or governance path. 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 Delivery, 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