WHO WE ARE
AVI-SPL is a digital enablement solutions provider who transforms how people and technology connect to elevate experiences, create new value, and enable organizations to thrive and grow. We are the largest provider of collaboration technology solutions, which include our award-winning managed services.
Our highly certified industry experts and innovation leaders share a vision to help people work smarter and live better. We believe that success starts with a sound team and that an inclusive and diverse workplace moves us all forward.
WHAT YOU’LL DO
This position works directly with Account Managers across the country to develop, cultivate, and drive Service renewals with a concentrated effort on on-time and on renewal. This position is part of the Canada Service team and will work closely with both Sales Leadership as well as our Account Manager Teams to ensure quotes are getting to sales in a timely fashion and won deals are moving to finance expeditiously.
The Service Renewal Development Specialist is responsible for working with their client base on conducting timely service renewals with a high focus on retention and expansion. They will manage the service renewal process in the dedicated region for a specific list of customers, including but not limited to initial contact with the client, verification of the services offered, working in partnership with the service proposal specialists, customer presentation of the renewal and ultimately closing the renewal.
Day-To-Day Responsibilities:
- Work closely to ensure service renewals are provided to clients in a timely manner in accordance with our renewal process.
- Responsible for driving License Renewals: Cisco, Polycom, Logi, Crestron and any additional key manufacturer renewals on-time through continued sales contact and monitoring of opportunities.
- Responsible for driving Support & Maintenance Renewals <$5K on-time through continued sales contact and monitoring of renewals in our GS&M Tracker
- Responsible for managing, producing and sending all GS&M service renewal quotes to the appropriate AM for close.
- Responsible for updating our GS&M tracker, tracking closed won, closed lost renewals and populating our renewal Values
- Play a crucial role in supporting our customers with their software licensing needs
- Will serve as a subject matter expert and consultant ensuring our customers receive the best possible service solutions for their licensing / support requirements
- Quote & Proposal Management – analyze, create and deliver service quotes and proposals to customers in a timely and effective manner
- Review service renewals that are anticipated to not renew through annual budgeting process to ensure clients understand their path forward for service – focused on reintroducing our service offering to these clients.
- Develop a detailed understanding of our service offering and key differentiators within our service portfolio.
- Industry Knowledge – stay up to date with current vendor/manufacturer programs, licensing to ensure accurate and relevant support.
- Establish professional relationships with Regional Sales Leadership and the Account Manager Team.
- Work closely with Account Managers on renewal opportunities
- Develop a detailed understanding of our products and services
- Establish professional relationships with sales personnel and manufactures
- Additional Duties Assigned as needed
WHAT WE’RE LOOKING FOR
Must-Haves
- Ability to balance multiple tasks with changing priorities
- Ability to work and think independently and ensuring to meet deadlines
- Strong organizational skills and excellent attention to detail
- Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization
- Demonstrated customer service focus and client communication skills
- Excellent analytical and structured problem-solving skills
- Demonstrated ability to maintain strict confidentiality and handle sensitive matters with discretion
- Proficient with Microsoft Office (Word, Excel, Outlook)
- Proficiency with Cisco, Polycom, Logi, Neat and any additional key manufacturer product tools and services.
- Ability to work and think independently and ensuring to meet deadlines.
Education and/or Experience:
- Minimum High school diploma or equivalent
- Proficiendy with Cisco, Polycom, and Lifesize products, tools, and services
- Experience in a global and/or complex matrix business environment is desirable
- Minimum 1-2 years Customer Service experience preferably in AV/Video Teleconferencing/ Telecommunications or related field.
- ERP – Netsuite / Sales Force / MSFT Software Experience
WHY YOU’LL LIKE WORKING HERE
- Robust onboarding plan including job shadowing
- Training and professional development opportunities
- On-site training and other learning opportunities
- Paid holidays, stat days and flex days
- Competitive wages
- Medical benefits, including vision, health, dental and RRSP matching
- World class tools to help you succeed
- Enjoyable and dynamic company culture
MORE ABOUT US
At AVI-SPL Canada Ltd., we proudly boast our core values - build connections, be trailblazers, own it, do the right thing, thrive together. We rely on each other to deliver the best solution for our customers. We love what we do, and every member of our team is essential to our success. We strive to create a work environment in which all individuals are treated fairly and with respect and have equal access to opportunities and resources.
In our commitment to building happier, more engaged, and productive workplaces, we will ensure that diversity, equality, and inclusion is at the heart of what we do.
