Customer Retention Renewal Rep
Fort Bonifacio, Philippines
4d ago


SolarWinds provides powerful and affordable IT management software to more than 100,000 customers worldwide - from Fortune 500 enterprises to small businesses.

Focused on the real-world needs of IT professionals, SolarWinds products are downloadable, easy to use and maintain, and provide the power, scale, and flexibility needed to manage today's complex IT environments.

SolarWinds' growing online community, thwack, is a gathering-place for problem-solving, technology-sharing, and participating in product development for all of SolarWinds' products.

TheIntermediate Maintenance Renewal Rep, Subscription Businessis responsible for proactively working with an assigned set of customers to inspire successful use of our products by those customers and to achieve the highest possible renewal rates within that customer set (maintenance, SaaS and subscription-based products).


Focus on successfully managing customer renewals and relationships

Build rapport with customers via email and phone conversations

Prevent contractual gaps while handling customer renewals

Present products and services information to customers during their renewal period

Negotiate and close renewals

Escalate customer questions or concerns to the appropriate Support or Success team

Find additional opportunities to increase customer footprint and increase revenue

Leverage renewal framework

Assist management with churn analysis and retention forecasting as needed

Working with customers to resolve any issues which may be preventing them from maintaining a relationship with SolarWinds

Maintaining accurate customer master record including licenses, software expiration dates, shipping address, updating customer contact information

Working with various departments across the organization to advocate for the customer and work together to resolve any issues

Resolving order issues with customer service and order management

Performing other administrative support duties as requested


3+ years’ experience in quota carrying role

1-2 years’ experience in technical sales, SAAS preferred

Excellent customer service skills

Excellent communication skills both oral and written

Excellent problem-solving skills

Good computer skills

Ability to multi-task and track multiple issues

Previous experience with CRM, NetSuite and / or SalesForce is a plus

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