Description -

Job Summary:

The Customer Retention Sales Representative plays a key role in collaborating with Sales, Pursuit, and Delivery teams to develop and execute renewal and extension strategies for existing Managed Print Services (MPS) and Managed Device Services (MDS) accounts. This role is responsible for managing and optimizing the renewal process to drive higher contract value, improve profitability, and seamless customer retention.

Depending on account type and customer segment, the Customer Retention Sales Representative will either own or partner on key sales development activities, including deal qualification, deal strategy, pricing, negotiation, and contract execution for direct MPS and MDS contracts across all segments.

To ensure these insights lead to results, provides End-to-End Renewal Lifecycle Management. This involves leading the entire activity from initial opportunity identification with sales partners through strategy planning and final execution. Customer Retention Sales Representative is responsible for orchestrating the inclusion of appropriate resources—such as Pursuit and Delivery teams—at the critical stages of the cycle. By serving as the central point of accountability, the Customer Retention Sales Representative keeps all stakeholders on track, mitigates risks, and ensures that the "bridge" strategies required to address identified services or performance gaps are executed on time and within scope.

The role is also accountable for evaluating account-level financial risks, preparing detailed financial analyses, and creating consolidated datadriven reports for senior leadership to support accurate forecasting, planning, and executive visibility.

 Key Responsibilities:

• Renewals Governance:

  • Identify and track expiring contracts based on predefined timing thresholds (e.g., 18–24 months before expiry for high-value deals).

  • Forecast renewals (T-24 to T-18 months) and ensure proactive engagement.

 Opportunity Analysis & Qualification:

• Develop renewal plans and roadmaps in alignment with customer needs.

• Collaborate with Customer Delivery, Pursuit and Sales to jointly conduct renewal vs. extension assessments and Go/No-Go evaluations.

• Interacts with internal and external teams to support proposal creation, including response support for requests for proposals (RFPs)

• Participates in communication efforts, including client interactions, sales meetings, and internal updates.

• Log and manage renewal opportunities in HP Dynamics to maintain pipeline visibility.

• Source detailed data to assess renewal viability.

• Create and Analyze renewal deal evaluations, ensuring alignment with customer and business priorities.

• Develop Win Strategy & Value-Added Services (VAS) Plan and conduct account health risk assessments.

• Engage Pursuit teams when applicable and ensure the right resources are assigned.

Develop & Close:

• Opportunity costing and deal assurance for competitive pricing, including quote generation and review.

• Bid approvals via Business Assurance (BA SOAR) when necessary.

• Contract negotiations, mitigating risk where possible.

• Internal Terms & Conditions approval and compliance with SOAR requirements.

• SSOW/RFP/Contract execution and manage customer signatures.

 Required Skills & Experience:

• Strong experience in Managed Services, MPS, or MDS sales and renewals.

• Proficiency in deal structuring, pricing, contract negotiation, and stakeholder management.

• Strong ability to collaborate cross-functionally with Customer Delivery, Sales, and Pursuit teams.

• Familiarity with HP Dynamics (or similar CRM tools) for opportunity tracking and reporting.

• Strategic thinking and problem-solving abilities in complex contract renewal scenarios.

• Ability to manage multiple renewal cycles simultaneously while maintaining high attention to detail.

• English and French language knowledge – oral and written fluency is a must

Preferred Qualifications:

• Experience in enterprise sales, pursuit, or business development in the managed services industry.

• Knowledge of contracting processes, compliance, and deal assurance frameworks (e.g., SOAR, BA SOAR).

• Strong analytical skills for financial modeling and renewal profitability analysis.

• Experience with financial modeling tools, including Power BI and similar applications.

• Advanced proficiency in Microsoft Excel for data analysis and financial modeling.

• Experience with Customer Account Reporting Database (CARD) and Deal Analysis and Reporting Tool (DART).

Education & Experience Recommended:

• Bachelor or Master's degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 6-7 years of work experience, preferably in technical selling, consultative selling, account management, or a related field or an advanced degree with 4-5 years of work experience.

 Knowledge & Skills:

• Customer Success Management

• Demonstration Skills

• Enterprise Application Software

• ITAM

• Presales

• Presentation Skills

• Product Management

• Request For Proposal

• Sales and Sales Process

• Sales Prospecting

• Software As A Service (SaaS)

 Cross-Org Skills:

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"