Renewals Specialist Lead

This is an internal position.

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

What you can expect

There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.

About us

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us