Renewals Manager

Job description

This role engages early and often with customers and partners, together with Renewals Specialists, often initiating and leading conversations to understand business needs, technology objectives, and long-term plans across multiple accounts and segments. It builds relationships with customers and channel partner teams to understand business priorities and objectives, ensuring alignment with the CX recurring revenue strategy. Throughout the renewal process, the position collaborates with the Renewals Specialist from opportunity identification to close, initiating engagement through a warm handoff from Sales and Customer Success, and confirming roles and responsibilities early to ensure a smooth transition, aligned activation strategy, and unified customer engagement. The role collaborates cross-functionally with field sales, inside sales, channel teams, delivery, operations, and customer success to provide a unified customer-facing solution, ensure on-time renewals, and identify expansion opportunities. It partners with sales on deal strategy and with customer success on adoption and sentiment to address competitive, adoption, and technology risks across the renewal portfolio, ensuring the appropriate expertise is involved to resolve complex scenarios. The role conducts proactive risk assessments to identify potential risks early in the renewal process, collaborating with relevant teams to develop and implement resolution strategies that ensure successful renewals and customer satisfaction. It leads the end-to-end renewal process for support services and collaborates with the Renewals Specialist on software subscriptions, engaging customers, partners, and Cisco teams to ensure successful agreement renewals. The position leverages AI tools to provide actionable insights, optimize renewal strategies, and strengthen customer relationships for effective revenue retention and growth, while developing and executing comprehensive renewal strategies that include commercial positioning, value articulation, and negotiation oversight for both transactional and complex, multi-product agreements. Additionally, it manages forecasting for renewals and potential churn, advising account teams and leadership on pipeline health and revenue retention, and identifies and drives growth opportunities-including cross-sell and upsell-across the customer base by leveraging insights from data, customer feedback, and market trends. What You'll Do: •Leads cross-functional renewals of medium complexity, that cover multiple technologies •Manages renewals for mid-size to large accounts, applying renewal strategy and commercial judgement to balance volume, complexity and customer expectations •Applies structured methodologies (e.g., MEDDPIC) to validate customer data and guide renewal conversations aligned with procurement cycles •Anticipates competitive threats and market shifts, using insights to tailor renewal messaging and reinforce Cisco's value proposition •Collaborates with account teams and Customer Success to ensure renewal execution supports account objectives and stakeholder coordination •Leads renewal execution for mid-size to large accounts, ensuring commercial and contract readiness across moderately complex deal structures •Coordinates quote preparation and risk mitigation, engaging directly with customers and internal teams to validate data and resolve blockers •Implements scalable improvements to renewal workflows, applying automation and simplification to improve efficiency and consistency •Demonstrates advanced depth of product and service knowledge across multiple architectures, applying insights to inform renewal execution and support strategy alignment •Leads continuous improvement efforts, identifying systemic gaps and recommending scalable enhancements to renewal processes •Uses AI tools, automation platforms, and data-driven insights to optimize renewal workflows and contribute to improved customer outcomes •Facilitates cross-functional collaboration to align renewal strategy across account teams, contributing to broader customer engagement and planning •Owns renewal execution for mid-size to large accounts, ensuring unified engagement across Cisco teams and stakeholders •Mentors peers and contributes to best practice sharing to improve team capability and renewal outcomes Minimum Qualifications Bachelors + 5 years of related experience, or Masters + 3 years of related experience, or PhD + 0 years of related experience, or equivalent relevant work experience Why Cisco? At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint. Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere. We are Cisco, and our power starts with you.