The Cisco Renewal Specialist is responsible for managing and executing the end-to-end renewal lifecycle for Cisco software, services, maintenance, and subscription agreements across an assigned portfolio of customers.

This role serves as the primary point of contact for renewal opportunities, working closely with customers, partners, account teams, Cisco stakeholders, and internal operations teams to maximize customer retention, drive revenue growth, and ensure a seamless renewal experience.

The ideal candidate possesses strong commercial acumen, contract management expertise, and a customer-centric mindset, with the ability to manage a high-volume renewal portfolio while identifying expansion opportunities and mitigating renewal risks.

Key Responsibilities
Renewal & Contract Management
• Own and manage the complete renewal lifecycle for assigned Cisco support, maintenance, subscription, and service contracts.
• Prepare, quote, negotiate, and process high-volume and/or complex renewal opportunities accurately and on time.
• Lead renewal opportunities or support Account Managers during commercial negotiations to ensure successful contract execution.
• Review contract terms, pricing structures, service levels, and entitlement requirements to ensure compliance and accuracy.
• Execute renewal contracts for products and services across medium to large accounts with varying levels of complexity.
• Educate customers and internal stakeholders on contractual obligations, licensing requirements, and business practices.
Customer & Partner Engagement
• Serve as the primary point of contact for an assigned renewal portfolio.
• Develop trusted relationships with customers, partners, and account teams to support retention and growth objectives.
• Proactively engage customers and partners in advance of contract expiration dates to secure timely renewals.
• Conduct pricing and service-term negotiations while handling objections and addressing customer concerns.
• Engage key decision-makers to identify requirements, remove roadblocks, and secure renewal commitments.
• Support customers independently by addressing complex contract, entitlement, and licensing inquiries.
Revenue Growth & Customer Retention
• Drive customer retention by preserving and expanding existing Cisco agreements.
• Identify and pursue upsell, cross-sell, upgrade, and price-adjustment opportunities throughout the renewal cycle.
• Increase sales penetration within existing customer accounts.
• Partner with account teams to improve contract positioning and strengthen customer relationships.
• Curate use-case recommendations and educate customers on relevant Cisco solutions, features, and capabilities.
• Meet or exceed renewal, retention, revenue, and growth targets.
Forecasting & Pipeline Management
• Own and manage the quarterly renewal forecast for assigned accounts.
• Track renewal performance metrics using Salesforce, Cisco tools, Gainsight, and other CRM platforms.
• Communicate renewal risks, opportunities, and escalations clearly and proactively, following the T+1 model.
Operational Excellence & Issue Resolution
• Maintain high levels of data quality and system accuracy through thorough CRM updates and documentation.
• Ensure customer, contract, entitlement, and renewal data remains complete and accurate.
• Identify potential risks that could impact renewal outcomes and proactively coordinate resources to resolve issues.
• Collaborate with Cisco, finance, operations, sales, legal, and service delivery teams to address contract, pricing, entitlement, and operational challenges.
• Drive compliance with Cisco policies, pricing programs, contractual terms, and entitlement requirements.

Required Qualifications
• 3+ years of experience in renewals, contract management, customer success, sales operations, account management, or a related field.
• Experience managing software, maintenance, subscription, or service contract renewals.
• Knowledge of Cisco products, services, licensing models, and renewal processes.
• Strong negotiation, objection handling, and customer relationship management skills.
• Excellent verbal, written, and presentation communication skills.
• Strong analytical abilities with exceptional attention to detail.
• Experience managing multiple priorities within a fast-paced, deadline-driven environment.
• Proficiency with CRM platforms such as Salesforce and Microsoft Office applications, particularly Excel.
• Ability to collaborate effectively across cross-functional teams.

Preferred Qualifications
• Experience working with Cisco partners, distributors, or channel organizations.
• Knowledge of Cisco Enterprise Agreements (EA), Smart Accounts, SaaS subscriptions, and licensing programs.
• Cisco, sales, customer success, or related industry certifications.
• Experience managing medium to large renewal portfolios.
• Understanding of IT lifecycle management, cloud subscriptions, and recurring revenue models.
• Proven success in achieving renewal, retention, and expansion targets.

At CDW, we strive to offer market-competitive total rewards packages to attract and retain talent. As such, we are committed to pay transparency and ensuring fair compensation for all our coworkers. Each of our roles is assigned a salary range that is informed by multiple sources of market data. We determine individual pay within a given range based on a candidate's prior experience, knowledge, skills and abilities. This approach allows us to offer competitive and equitable salaries that reflect the value and responsibilities of each role at CDW. Salaries are based on a 40-hour workweek, and paid on a bi-weekly payroll schedule.

Pay range: $70,000- $ 96,400, depending on experience and skill set

CDW is committed to being an AI-fluent organization
We're looking for people who bring curiosity, a learner's mindset, and a willingness to engage with ever-evolving technology and tools. We value adopting AI as a partner, openness to experimentation, and a shared interest in learning together on AI. Our goal is to create a culture where AI enhances-not replaces-human creativity and decision-making. You don't need to be an expert today; what matters is your readiness to explore, adapt, and grow with us as we integrate AI responsibly and effectively into our work.

Additionally, CDW is committed to fostering an equitable, transparent, and respectful hiring process for all applicants. During our application process, our goal is to understand your experience, strengths, skills, and qualifications. As an AI forward company, we see AI not just as a tool, but as a catalyst for new ways of thinking, creating, and communicating. We encourage candidates to embrace an AI mindset, one that's curious, adaptive, and ready to explore what's possible. We welcome thoughtful use of AI to expand your perspective and elevate how you share your story, while ensuring your application remains rooted in your own background, judgment, and voice.