Customer Life Cycle Specialist

Customer Lifecycle Specialist

SonicWall, a cybersecurity forerunner with more than 30 years of expertise and recognized as a leading partner-first company, provides relentless security against the most evasive cyberattacks. The Customer Lifecycle Specialist sells security products and services via telephone, web or e-mail to existing, strategic SonicWall customers and is responsible for ensuring a positive customer experience. This role plays a fundamental part in achieving company revenue growth objectives and requires making 30+ calls per day to existing customers, working with channel partners, generating interest, qualifying renewal opportunities and closing sales.

Primary Responsibilities

• Responsible for selling SonicWall software/hardware products and services (via telephone, web or e-mail) to existing SonicWall customers through outbound calls and correspondence
• Articulates effectively the value proposition associated with our software products and services
• Recommends business solutions considering customer needs and our interests
• Builds relationships with customers based on knowledge of our technology, products, and services
• Makes decision based on an appropriate amount of information/data analysis
• Adjusts to multiple demands and shifting priorities while ensuring customer needs are met; accepts responsibility for results of actions
• Works independently closing own sales
• Partners with field sales to support in the selling process
• Provides direction and instruction to lower-level representatives
• Drive customer retention, expansion, and satisfaction throughout the full product lifecycle
• Coordinate closely with Sales Development and Marketing initiatives to drive New New acquisition and expansion within customer base
• Partner with Support, and Channel teams to ensure a seamless customer experience
• Execute call-to-action campaigns for end-of-support or lifecycle motions
• Align customer outcomes with company objectives to achieve strong net retention
• Deliver regular business reviews and health checks with customers to demonstrate value realization
• Identify upsell and cross-sell opportunities based on product and customer needs

Minimum Requirements

• 2-4 years of experience in Customer Success, Renewals, Account Management, or Sales
• Proven success in driving customer retention, upsell, and renewal metrics
• Experience working with channel partners, distributors, or reseller ecosystems
• Familiarity with CRM and customer success platforms
• Background in cybersecurity
• Able to learn full range of SonicWall products and services and to identify how these products and services align to customer needs
• Leverages cross-functional resources to achieve results/meet customer needs
• Basic indirect Leadership skills - leverages experiences to lead individuals and team
• Ability to teach/coach others to improve performance including providing feedback and identifying development opportunities
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively