Milestone Systems is a global leader in open-platform video management software, known for innovation, trust, and collaboration. They are seeking a Sales Support Representative to manage customer renewals, support partner responsiveness, and deliver timely sales support to strengthen customer loyalty and retention. This role focuses on renewal execution and lifecycle continuity, ensuring a smooth renewal journey for customers using Milestone’s Care offerings.
Responsibilities
- Manage a high-volume portfolio of Milestone Care renewals and related support offerings
- Proactively engage customers and partners ahead of renewal dates to ensure timely execution
- Generate accurate, complete quotes that support efficient partner and customer decision-making
- Monitor renewal stages, identify risk signals, and escalate concerns to the Sales Support Lifecycle Manager when needed
- Identify upsell or expansion opportunities during renewal conversations and route them appropriately to field or channel teams
- Serve as a consistent, reliable point of contact for customers and partners regarding renewals, pricing, and Care program details
- Respond to inbound inquiries with urgency, clarity, and professionalism
- Respond to inbound quote requests for renewals, add-ons, or upgrades for existing customers, preparing quotes and routing opportunities to the appropriate sales team for follow-up
- Review and respond to inbound channel partner applications, qualify prospective partners against program criteria, and collaborate with field sales teams to facilitate partner onboarding or communicate application decisions
- Support channel partners with renewal readiness, contract clarity, and execution timelines
- Build trust and satisfaction through clear communication and dependable follow-through
- Maintain awareness of partner engagement trends and customer sentiment within assigned accounts
- Maintain accurate Salesforce records for renewals, quotes, activities, and customer interactions
- Ensure renewal forecasts and pipeline data reflect current execution status
- Adhere to governance standards related to opportunity stages, attribution, and documentation
- Capture customer insights and renewal blockers to support reporting and lifecycle analysis
- Collaborate with Sales Execution Specialists, Customer Success, and field teams to ensure smooth lifecycle handoffs
- Participate in training programs to strengthen product knowledge, communication skills, and execution quality
- Share customer and partner feedback to improve renewal workflows and lifecycle programs
- Support process improvements that increase renewal efficiency and customer satisfaction
- Execute the full renewal lifecycle from proactive outreach through quote delivery and completion
- Maintain working hours aligned to the primary business hours of the assigned sales territory to ensure real-time support for customers, partners, and internal sales teams
- Meet responsiveness SLAs by acknowledging and acting on internal and external requests the same business day, or within 24 hours when received outside business hours
- Support field and channel teams with renewal insights and follow-up as needed
- Maintain strong, professional communication with customers and channel partners
- Track renewal performance, risks, and outcomes using Salesforce
- Identify and escalate renewal challenges in a timely manner
- Contribute to a consistent, high-quality customer and partner experience
Skills
- 1–3 years of experience in inside sales, renewals, customer success, or sales support roles
- Strong communication and relationship-building skills
- Highly organized with strong attention to detail and follow-through
- Comfortable managing high-volume outreach and administrative tasks
- Proficiency in Salesforce CRM; experience with Excel, Outlook, and Teams preferred
- Ability to work collaboratively in a fast-paced, execution-focused environment
- Exposure to SaaS, physical security, or enterprise technology environments
- Experience working within a channel-led or two-tier sales model
- Familiarity with renewal processes, quoting, or subscription-based offerings
Benefits
- Medical/dental benefits
- FSA or HSA
- 401k with 6% Safe Harbor employer match
- Paid parental leave
- Generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays)
- Fully paid Short Term disability policy
- Fully paid Long Term disability policy
- Life Insurance
Company Overview
Milestone Systems develops open platform IP video management software, delivering easy-to-manage surveillance solutions for enterprises. It is a sub-organization of Canon. It was founded in 1998, and is headquartered in Brøndby Strand, Hovedstaden, DNK, with a workforce of 1001-5000 employees. Its website is http://www.milestonesys.com.