The Services Renewals Specialist plays a critical role in ensuring accuracy, continuity, and customer confidence in Softchoice's Cisco Services renewals business. This role is ideal for someone who thrives on precision, problem-solving, and managing complex details in a fast-paced environment. Success in this role requires strong analytical thinking, exceptional attention to detail, and the ability to navigate ambiguity while collaborating closely with sales and internal teams. While we will train the right candidate on our tools and quoting processes, we are looking for someone who naturally brings sound judgment, accountability, and a customer-focused mindset to their work.
Key Responsibilities
- Manage and prepare Cisco Services (Smartnet and Partner Shared Support – PSS) renewal quotes 90+ days prior to contract expiration using Cisco's quoting tools
- Own the accuracy and completeness of all renewal quotes, including revisions and takeover business
- Respond to requests for new maintenance quotes with a high degree of accuracy and urgency
- Proactively identify and resolve discrepancies within existing contracts, inventory, and customer records
- Support achievement of quoted renewal targets through timely, accurate, and well-communicated quotes
- Act as a trusted point of contact for pre-sales and post-sales Smartnet and PSS inquiries from sales and internal teams
- Process Smartnet and PSS credits and ensure proper documentation and follow-through
- Provide clear and accurate purchase confirmations to customers
- Maintain accurate PSS inventory and ensure all existing Smartnet contracts are current and correct
- Manage customer access to PSS and Smartnet contracts
- Apply a foundational understanding of Cisco products and service offerings (training provided)
Must-Have Strengths (Hard to Train)
- Exceptional attention to detail with the ability to spot inconsistencies, errors, or gaps before they become issues
- Strong problem-solving skills and sound judgment when navigating complex or non-standard customer scenarios
- Analytical mindset — able to interpret data, contracts, and renewal details with accuracy and confidence
- Ability to prioritize and manage multiple workstreams while meeting deadlines in a fast-paced sales environment
- Ownership mentality — takes responsibility for work from start to finish
- Customer-first mindset with a focus on accuracy, responsiveness, and trust
- Clear, professional written and verbal communication skills
- Collaborative and team-oriented, with the confidence to work cross-functionally
Trainable / Learn-On-The-Job Skills
- Cisco quoting tools and renewal processes
- Specific Smartnet and PSS contract structures
- Internal systems and workflows
Experience & Qualifications
- Post-secondary education (University Degree or College Diploma); business or technology-related disciplines preferred
- 2–3+ years of experience in Cisco renewals operations, sales operations, or a similar detail-oriented role within the IT sector
- Strong proficiency in MS Excel and comfort working with data
- Experience supporting pre-sales or renewals cycles is an assets
Benefits:
✔ Great Place to Work-Certified Company
✔ Premium HMO
✔ Holistic employee experience
✔ Monthly engagement activities
✔ Career advancement opportunities
