Renewals Specialist Lead

Buffalo Grove, Irvine, New York, Norcross, Plano, San Francisco

219995-en_US

About the role

The Renewal Specialist Leader oversees the renewal lifecycle of IT service contracts, ensuring accuracy, timeliness, customer satisfaction, and measurable business impact. This role leads a team of renewal specialists while developing the strategy, operating model, and execution discipline required to grow and protect the renewal business. The leader will be expected to bring innovation to how the team engages with customers and internal stakeholders, proactively identify renewal risks, and ensure customer conversations are grounded in business needs, desired outcomes, renewal options, and clear recommendations. This role is ideal for a self-motivated, strategic leader with strong change management skills, a deep understanding of IT services and customer retention, and the ability to lead a high-performing team through continuous improvement. The Renewal Specialist Leader is the subject matter expert regarding full lifecycle support for quoting and ordering of on-time renewals and is accountable for driving collaboration across CX, Sales, Cisco, and other internal stakeholders to deliver a consistent, proactive, and value-focused customer experience.

What you'll be doing

• Lead, coach, and support a team of Cisco Renewals Specialists, fostering a high-performance culture focused on customer experience, operational excellence, and alignment with Computacenter’s Winning Together values.
• Oversee and manage the lifecycle of Cisco service contract renewals, ensuring timely tracking, prioritization, and execution across the team. Own and evolve the renewal business strategy to maximize retention, reduce risk, improve forecast confidence, identify growth opportunities, and optimize the customer engagement model.
• Build and maintain strong customer relationships by proactively communicating renewal timelines, options, benefits, and business considerations. Ensure the team operates as trusted advisors by understanding customer business needs and outcomes, helping customers evaluate renewal options, and providing recommendations that support retention, value realization, and long-term account growth.
• Ensure the team prepares and delivers accurate renewal quotes and documentation, aligned with Cisco’s pricing models and Computacenter’s standards. Review for compliance with contract terms and internal policies.
• Support the team in addressing client inquiries and resolving renewal-related issues. Establish consistent practices for early risk identification, escalation management, stakeholder alignment, and timely action on at-risk renewals.
• Partner with Sales, Partner Alliance, Finance, CX, and other internal teams to align renewal strategies with broader account goals, customer outcomes, and commercial priorities. Coordinate with Cisco and vendor partners for multi-tiered service agreements and evolving renewal programs.
• Ensure accurate and up-to-date records in Salesforce CRM and contract management systems. Promote data integrity and process consistency across the team.
• Track and analyze renewal metrics and KPIs, including renewal rate, churn rate, risk indicators, customer engagement trends, forecast accuracy, and upsell opportunities. Provide regular forecasts, insights, and performance recommendations to leadership.
• Identify trends, gaps, and opportunities for process, tooling, and engagement model optimization. Lead innovative improvements and change management efforts that enhance renewal efficiency, customer satisfaction, team productivity, growth, and business scalability.
• Maintain advanced knowledge of Cisco offerings and renewal programs. Ensure the team is equipped with current product knowledge and certifications to deliver high-quality guidance.
• Ensure all renewal activities comply with internal governance, security, and operational policies. Promote adherence to Computacenter’s mission and core values.

What you have

• Legally eligible to work in the United States
• 5+ years of experience in contract renewals, account management, customer success, or IT services, with at least one year in a team lead role and demonstrated experience developing strategy, leading change, improving processes, or optimizing customer engagement models.
• Bachelor’s degree in Business, Information Technology or related field, or equivalent experience
• Good knowledge and experience of SAP, MS Office and MS Teams
• Excellent attention to detail
• Good knowledge of the IT industry and an understanding of IT technologies and products
• Excellent written and verbal communication skills
• Comfortable communicating with colleagues in different countries where English is not the first spoken language
• Good self-organization and time management skills
• Ability to prioritize and handle multiple requests simultaneously
• Can build trust, be assertive when required and shows initiative and enthusiasm
• Resilience, and able to deal with stressful situations
• Commercially astute
• Strong strategic thinking and business planning skills, with the ability to translate renewal data, customer insights, risk indicators, and vendor program changes into actionable priorities and measurable business improvements.
• Self-motivated and innovative, with the ability to challenge current processes, lead change effectively, influence adoption, and bring structure to new or evolving business priorities.
• Ability to assess customer business needs, identify renewal risks, evaluate renewal options, and guide recommendations that support customer outcomes, value realization, and long-term account growth.
• Team-oriented working and thinking

Why you should choose us

Freedom & trust

At Computacenter, you can really thrive by having the autonomy to do the right thing, for the long-term benefit of your customers in our unique can-do culture. Our Sales professionals are trusted with high- profile customers and manage large-scale, complex projects.

Your work. Your time

Our culture means that you’re free to decide how best to manage your time and workload. All that matters is that you’re delivering your best for our customers and that you pursue a healthy work/life balance.

Celebrating success

Our two-day annual Group Kick-off event is an international sales conference like no other! It’s a great opportunity to network with your peers from Europe, Asia, and beyond. Learn, be inspired, and help celebrate the success of your team and your colleagues.

Showing appreciation & having fun

Great performance is recognized, so too the willingness to help others. Our Bravo! and tenure recognition scheme schemes are just a taste of how we say thank you for all that you do. And when it comes to recognizing success, we love to celebrate. Our company and team events are legendary!

Open communication

Despite our size, we’re an open organization that doesn’t hide behind hierarchy. We communicate regularly, openly, and directly. For us, it’s about being straightforward, delivering, and doing the right thing. Essentially, we’re people dealing with people!

Inclusive workplace

People work best when they bring their whole selves to work; that’s why we see and value you as the individual you are. We take a genuine interest in you that extends beyond skills, knowledge, and experience. Our Employee Impact Groups champion best practice, celebrate diversity, and promote inclusion within our industry.

Personal development

We offer unlimited opportunities for your personal growth and development with a structure that offers clear paths for progression. Our people have advanced to become some of the most successful leaders across the global industry – and we’re proud of this.

Health & wellbeing

Our people are our greatest asset, and we’re passionate about supporting you in feeling good and staying healthy. We offer a comprehensive Employee Assistance Program, a ‘Be well’ app (powered by Humanoo), Mental Health First Aiders, wellbeing webinars, wellness fairs, and much more.

Tuition reimbursement

Interested in continuing your formal education or pursuing various certifications? Computacenter provides up to $5,250 in tuition reimbursement for full time employees. We value continuing education, and this assistance includes tuition, books, registration fees, and more.

Pension & financial security

Thinking ahead, planning for life’s uncertainties, or simply saving for a rainy day? For our people based in the US, we offer automatic enrollment onto our 401(k)-retirement plan with a company match. For our Canadian colleagues we offer enrollment onto a Registered Retirement Savings Plan provided by Canada Life where we’ll match 25% up to 6% of your base earnings. Irrespective of where you’re based, you’ll also have access to our financial advisors who can help you with your retirement planning needs.

Parental leave

If you’re expanding your family, you can utilize our parental leave program that provides twelve weeks of 100% paid leave for birthing parents, and two weeks of paid leave for non-birthing parents. Grow your family with peace of mind as you grow professionally with us.

Flexible benefits

We offer a wide range of benefits that you can tailor to fit you needs. In addition to great medical, dental, and vision coverage options, we also provide 100% company-paid life insurance, and short- and long-term disability insurance. Our easy to navigate employee benefits platform, you’ll have the opportunity to enroll in supplemental life insurance.

We’re a place where you can belong

At Computacenter, people matter. We value what makes you, you, and believe everyone should feel comfortable being themselves at work. Here, you’ll be recognised for your contribution, supported to grow, and welcomed into a vibrant, collaborative culture where you can experience a genuine sense of belonging - because when you thrive, we thrive.

You’ll see this reflected in our recruitment process too. We aim to provide fair access to opportunities and an inclusive, barrier‑free experience. All that matters to us is that you share our vision and values and bring the skills and experience we need.

As a Disability Confident Committed employer, we offer a guaranteed interview scheme. If you opt in and meet the minimum criteria for the role, you’ll be guaranteed an interview, and we’re happy to support any reasonable adjustments. Please let us know when you apply.

Winning Together

At Computacenter, we have been writing success stories for more than 40 years. Today, we’re driving digital transformation with over 20,000 employees worldwide. We develop IT strategies, implement new technologies and manage complex infrastructures.

As a proud, independent partner to some of the world’s leading technology providers, our portfolio covers workplace, applications & data, cloud & data center, security, and networking. What’s the secret of our success? Quite simply, it’s our people.

The people who bring their unique skills and perspectives to a diverse and inclusive environment that enables them to reach their full potential.

We are an award-winning employer!