Annuity Lifecycle Specialist

About the Role

As part of the Annuity Lifecycle Team, this role manages service maintenance renewal

requests and is responsible for account and opportunity management, customer negotiation,

and sales closure against team targets. The role provides regular forecast data internally and

externally, while using Westcon systems and service processes to respond effectively to

customer requirements.

Responsibilities & Duties

• Generate and provide customer quotes in ERP, and record and manage quote information in CRM.
• Follow up and close open customer quotes, including reviewing open order reports and liaising with the order support team to close opportunities.
• Identify cross-sell and upsell opportunities, working with the Team Lead or Vendor to promote relevant opportunities.
• Support external sales representatives and the broader sales team as required.
• Generate monthly, weekly and ad-hoc reports, including forecasts, service KPI reporting and renewal information for service contracts.
• Receive vendor reports and cross-reference these with Westcon generated reports, interrogating systems and records to compile complete customer data.
• Handle requests for contract changes, including co-termination, date, ownership or site changes.
• Manage the service renewal mailbox, responding to queries and escalating new or product refresh opportunities to sales.
• Manage vendor quotes, pricing and special pricing requests, while supporting margin improvement.
• Establish productive vendor relationships, ensure quality customer service, attend relevant meetings and training, and support ad-hoc projects as requested.

Skills & Competencies

• Strong customer relationship management skills, with a focus on delivering best-inclass customer service.

• General knowledge of Westcon product portfolio offerings, networking and communications technology.

• Ability to use standard software, including Microsoft Office applications and database software.

• Ability to calculate and maintain minimum profitability requirements at a transaction level.

• Efficient, organised, accurate and methodical approach, with strong numerical skills and an understanding of data.

• Excellent time management and personal organisation skills, with the ability to deliver to deadlines.

• Team-oriented approach, with initiative to support the wider business, vendors, reseller partners and customers.

• Professional, friendly and positive attitude, with a responsible, adaptable and flexible approach to work.

Qualifications & Experience

• Customer service experience.
• Service sales experience.
• Sales negotiation skills.
• Experience using AP, Salesforce, ERP, CRM, Microsoft Office applications and database software is beneficial.
• Knowledge of vendor tools would be beneficial.