Renewals Supervisor - CCA

Responsibilities

• Lead, coach, and develop a team of renewal specialists, including onboarding, skills coaching, and performance management tied to renewal rate and productivity metrics.
• Own end-to-end renewal motions: outreach cadences, quoting, pricing approvals, PO collection, and order accuracy, ensuring clean handoffs through quote-to-cash.
• Build and manage a high-accuracy renewal forecast; drive pipeline hygiene, coverage, and risk mitigation 90/60/30 days before term.
• Partner with vendors, channel partners, and internal sales to structure renewal/upsell offers, incentives, and attach strategies that maximize value and margin.
• Implement save strategies for at-risk accounts (churn prevention), including competitive positioning, value realization storytelling, and tailored commercial options.
• Standardize and continuously improve processes, playbooks, and SLAs; identify automation opportunities to reduce cycle time and increase conversion.
• Use Salesforce (or equivalent CRM) to govern data quality, activity standards, and reporting; generate dashboards for executive visibility and action.
• Collaborate with Operations, Finance, and Credit to resolve holds, entitlement issues, and billing disputes to accelerate renewals and reduce DSO.
• Monitor vendor program requirements, end-of-life notices, and price changes; translate into timely partner communications and renewal strategies.
• Champion customer experience: set contact cadences, improve quote quality, and collect VOC (Voice of Customer) to inform product, pricing, and process enhancements.
• Manage escalations with urgency and clarity; aligning stakeholders on root cause, corrective action, and prevention.
• Track and report weekly KPIs (on-time renewals, slip rates, save rates, average selling price, conversion) and drive targeted action plans.

Requirements

• College's degree in Business, Administration, Marketing, Industrial Engineering, Economics, or related field; or equivalent experience.
• 3+ years of relevant experience in renewals, customer success, inside sales, account management, or operations within IT distribution, vendors, or partners.
• 1-3+ years of people leadership experience (direct supervision or team lead) with a track record of coaching teams to exceed targets.
• Proven ability to manage a high-volume renewal book, forecast accurately, and execute structured outreach cadences that improve on-time rates.
• Demonstrated success reducing churn and driving expansion/attach through value-based conversations and data-driven offers.
• Strong business acumen: understands margin, pricing levers, vendor incentives, and the financial impacts of renewals, upselling, and discounting.
• Proficiency with CRM tools (e.g., Salesforce), CPQ/quoting systems, and analytics (Excel/Sheets; familiarity with BI tools a plus).
• English proficiency at B2 level or higher; strong written and verbal communication for partner, vendor, and internal stakeholder engagement.
• Other Education/Certifications:
• Ongoing professional development in customer success, negotiation, or revenue operations is encouraged.
• Data/analytics coursework or certifications (e.g., Excel advanced, Power BI/Tableau basics) preferred.
• IT channel/vendor program certifications (e.g., Cisco renewals, Microsoft CSP/Cloud, HPE, Dell) are highly valued.
• Certifications in Salesforce Admin or Sales/Service Cloud, or demonstrable advanced CRM proficiency.
• Contract management or commercial certifications (e.g., World CC/IAACM Fundamentals) preferred.
• Process improvement credentials (Lean Six Sigma Yellow/Green Belt) advantageous.
• Project management training or certification (e.g., CAPM/PMP or Agile/Scrum fundamentals) a plus.
• Working Conditions:
• Professional environment (Remote).
• Supports the CCA region; working hours aligned to regional time zones with occasional flexibility for vendor/partner meetings.
• Occasional non-standard hours or overtime during quarter-end/month-end or key program deadlines.
• Limited travel for team meetings, vendor enablement, or partner events as required.
• Professional home-office setup with reliable high-speed internet; adherence to TD SYNNEX information security policies.
• Collaborative, performance-driven culture with clear goals, feedback, and development opportunities.
• Represents TD SYNNEX with professionalism in all partner

Benefits

Additional Information

Job Description: The Renewals Supervisor for our CCA (Caribbean Central America) Organization will lead our renewals team. You will oversee a group of renewals specialists driving on-time renewals, retention, and expansion across software subscriptions, services, and maintenance. In partnership with vendors and channel partners, you will own forecasting, pipeline health, and process excellence to achieve gross and net revenue retention targets while elevating customer experience. "Let's Achieve Great Outcomes. TD SYNNEX is the partner that helps unlock business results for all." Candidates from Guatemala are encouraged to apply.

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