Mid Level Freshdesk Jobs in California (NOW HIRING)

In this position, you will be supporting all operational functions of the full Renewal Sales cycle. This includes interfacing, guiding, educating, supporting & transacting with Customers, Field Sales Reps, Inside Territory Account Managers, Channel Partners & Distributors on all levels of Renewal opportunities. This person will be the main point of contact for all Commercial/Mid-Enterprise Renewals in a specific assigned territory within the United States. Position located at HQ in Sunnyvale, CA.
Position Description

• Assist Customers, Sales, Partners & Distributors directly by phone & email with Security & Support (FortiGuard & FortiCare) license Renewals for both current and expired contracts
• Support and assist Customers, Sales, Partners & Distributors with full Renewal Sales cycle including:
  • Generating install base asset reports via the Renewal Tracking System, generate quotes, assist with re-quoting, create proactive upsell quotes, enforce management of Salesforce Renewal opportunities to assigned Sales Reps, assist with product refresh/upsell data & tracking, Trading up, ELA/ESA data support (Enterprise Agreements), EOS/EOL data (End of Support), RMA troubleshooting, general Renewal expertise knowledge share etc.
• Manage inbound renewal email alias to vet and complete requests within allotted SLAs
• Manage inbound Renewal inquiries via Lead record & inbound Renewal calls to corporate phone line
• Utilize Salesforce CRM, Renewal Tracking System, and FreshDesk Ticketing system daily along with all necessary applications to manage and optimize sales of Renewal opportunities
• Train new hire Sales reps on Renewal process & best practices on an as needed basis
• Cross functional/in person interaction on premises with HQ teams such as- Product Marketing, Finance, IT, Order Management, Customer Support, Enterprise Agreement team, Pricing, Marketing & Sales to ensure alignment on renewal processes
• Prioritize workload in order to meet all KPIs, goals and objectives. Staying proactive and productive throughout day on daily tasks and updating renewal opportunities
• Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings
• Quota carrying position tied to territory Renewal goals

Skill Requirements

• Intermediate level of expertise using Salesforce, MS Excel, MS Word & MS PowerPoint
• Must have an effective, confident and professional demeanor in conducting telephone and email communications

• Extremely high attention to detail, analytical & comfortable in a numeric/data driven environment
• Thrives working in a fast paced/high revenue environment, demonstrates a high sense of urgency
• Must be customer service forward, self-starter, fast learner & team player
• Ability to maintain a positive, flexible & professional attitude towards customers and co-workers
• Ability to "think outside the box", troubleshoot proactively & accordingly with "Go above & beyond" mentality

Required Skills, Experience & Education

• Bachelor's degree or relevant work experience
• 1+ year of Renewals, Sales or Operations experience (preferably in the B2B tech industry)
• Track record of meeting monthly, quarterly or annual individual or team quotas
• Has knowledge of commonly used terminology & products within the Cyber Security field
• Understanding of B2B Channel Sales & Direct Sales motions
• The Renewal Representative is required to spend more than 50% of their time outside of their office or home office engaged in selling, including travel as needed to make a sale.

Fortinet offers employees a variety of benefits, including medical, dental, vision, life and disability insurance, 401(k), 11 paid holidays, vacation time, and sick time as well as a comprehensive leave program.
Wage ranges are based on various factors including the labor market, job type, and job level. On target earnings for this position is expected to be $63,700 - $82,400 per year. Exact salary offers will be determined by factors such as the candidate's subject knowledge, skill level, qualifications, experience, and geographic location.
All roles are eligible to participate in the Fortinet equity program, and this position is also eligible for commissions based on the terms of the Sales Compensation Plan
About Us
Fortinet makes possible a digital world that we can always trust through its mission to protect people, devices, and data everywhere. This is why the world's largest enterprises, service providers, and government organizations choose Fortinet to securely accelerate their digital journey. The Fortinet Security Fabric platform delivers broad, integrated, and automated protections across the entire digital attack surface, securing critical devices, data, applications, and connections from the data center to the cloud to the home office. Ranking #1 in the most security appliances shipped worldwide, more than 615,000 customers trust Fortinet to protect their businesses. And the Fortinet NSE Training Institute, an initiative of Fortinet's Training Advancement Agenda (TAA), provides one of the largest and broadest training programs in the industry to make cyber training and new career opportunities available to everyone.