Taylor Amann
ConvergeOne, Inc.
Ballston Spa
9
years of professional experience
Strategic Renewal Operations Leader with 4 years of experience in managing recurring revenue programs and operational initiatives in technology services. Expertise in optimizing workflows, enhancing SLA performance, and implementing scalable processes to drive revenue retention. Collaborated with cross-functional teams to minimize renewal leakage and boost customer retention. Committed to developing high-performing teams and facilitating data-driven decision-making in dynamic environments.
Work History
Manager, U.S. Public Sector Renewals
2 Years 8 Months- Act as a strategic partner to business leadership by providing operational visibility and recommendations designed to improve customer retention and revenue protection.
- Direct daily renewal quoting operations, ensuring timely quote delivery, operational consistency, and service-level attainment across multiple manufacturers and service offerings.
- Manage operational workflows, queue management, workload balancing, and resource allocation to support business demand and customer renewal requirements.
- Developed and analyzed operational reports to monitor team productivity, performance trends, and quote status, enhancing process effectiveness.
- Partner with Sales, Operations, vendors, and global quoting teams to ensure renewal opportunities are identified, quoted, and executed within required timelines.
- Led hiring, onboarding, coaching, and performance management for renewal specialists, fostering a culture of accountability and continuous improvement of over 30 team members.
- Serve as escalation leader for complex renewal, pricing, vendor, and customer challenges, coordinating resolution across multiple teams and stakeholders.
- Guided teams through organizational and process changes, ensuring sustained productivity, engagement, and service quality.
- Develop and maintain operational documentation, standard operating procedures, and cross-training programs that strengthen organizational resilience and reduce key-person dependencies.
- Assisted with developing a new position within our GICC team members to help with on time renewal rate.
- Created a workflow process for onshore team members to work on dedication and support for Client executives and customers. Owning the renewal process from start to finish.
Maintenance Renewal Specialist
6 Years 6 Months- Managed complex maintenance renewal opportunities for Cisco, VMware, Veeam, Palo Alto, Ingram Micro, and additional strategic manufacturers supporting public-sector customers.
- Supported recurring revenue objectives through proactive renewal management, quote revisions, co-termination strategies, and contract alignment activities.
- Supported recurring revenue objectives through proactive renewal management, quote revisions, co-termination strategies, and contract alignment, contributing to customer retention.
- Consistently maintained high levels of quote accuracy while supporting large volumes of complex renewal opportunities.
- Managed renewal quoting activities for over 75 manufacturers and distribution partners, ensuring compliance and optimizing contract terms.
- Collaborated closely with Cisco Account Managers, vendors, and distributors to manage pricing, deal registration status, and contract-related requirements.
- Maintained high quote accuracy while managing large volumes of complex renewal opportunities, enhancing customer satisfaction.
- Dedicated support in California, supporting million dollars in revenue for top sellers in the company.
Maintenance Renewal Specialist
7 Months- Managed maintenance renewals for Cisco, VMware, Veeam, Palo Alto, and other strategic partners, ensuring timely contract renewals and fostering strong partner relationships.
- Coordinated vendor pricing, ensured contract compliance, and executed customer renewal activities, contributing to sustained customer retention and recurring revenue growth.
- Managed customer renewal processes, ensuring timely and accurate contract updates within a 90 day window.
- Collaborated with sales teams to identify upsell opportunities during renewal discussions.
- Maintained detailed records of client interactions and renewal statuses in CRM systems.
Skills
Revenue retention
Contract management
Global team leadership
Operational Excellence
SLA & KPI Management
Capacity Planning & Workload Balancing
Process Improvement & Standardization
Reporting & Operational Analytics
Cross-Functional Leadership
Global team leadership
Vendor & Alliance Management
Change Management
PUBLIC SECTOR & E-RATE EXPERIENCE
- Extensive experience supporting Public Sector, SLED, and E-Rate customers throughout the renewal lifecycle.
- Review and validate USAC funding commitments, pricing structures, and compliance documentation to ensure audit readiness and adherence to federal guidelines.
- Train and support team members on E-Rate processes, funding requirements, and compliance standards.
- Manage state contract renewals and ensure pricing, documentation, and contractual requirements remain compliant with state procurement regulations.
- Partner with vendors and internal stakeholders to ensure accurate educational discounts and contract-aligned pricing.
LEADERSHIP HIGHLIGHTS
- Leader of global renewal operations processes supporting collaboration between U.S. and India-based teams.
- Experienced in developing team members through coaching, onboarding, certification programs, and cross-functional training initiatives.
- Assisted in building a new program of renewal success coordinators to help with on time renewal rate and organization across the company.
- Proven ability to drive operational consistency through reporting, process documentation, workflow improvements, and performance management.
- Trusted business partner across Sales, Vendor Management, Operations, and customer-facing teams.
Timeline
Manager, U.S. Public Sector Renewals
ConvergeOne, Inc.
12.2023 - CurrentRead More
Maintenance Renewal Specialist
Annese & Associates
06.2017 - 01.2018Read More
Maintenance Renewal Specialist
ConvergeOne, Inc.
06.2017 - 12.2023Read More