Anjum A Khanam

• End-to-End Renewal Lifecycle Management: Led the complete renewal process for existing customer contracts—including Term, Cloud, Maintenance, and Success Services—from initial quote preparation through final contract execution.
• Revenue Retention & Growth: Drove revenue retention and growth by executing upsell, cross-sell, and cloud sales strategies, expanding renewals and creating new revenue streams within existing accounts.
• Account Collaboration & Strategic Alignment: Collaborated with Account Executives and cross-functional teams to create and implement account plans, identify risks and opportunities, and align renewal strategies with customer objectives.
• Customer Engagement & Negotiations: Negotiated renewal terms, SLAs, and penalties to achieve mutually beneficial agreements. Delivered presentations to align customer expectations and secure consensus on renewal terms and business goals.
• · Erosion & Cancellation Prevention: Proactively prevented cancellations and revenue loss by working with Customer Success, Service Delivery, and Account Management to implement save plans.
• Forecast Accuracy & Reporting: Maintained accurate renewal forecasts and provided updated projections in sales meetings to enhance forecast reliability and strategic planning.
• Contract Lifecycle Management: Oversaw the full lifecycle of customer contracts, from preparing renewal documentation to coordinating statements of work (SOWs), ensuring compliance with internal standards and legal requirements.
• Cloud Services & New Business Development: Leveraged renewal discussions to drive cloud adoption, expand utilization of Akamai’s solutions, and identify opportunities for new customer acquisition and business growth.
• Cross-Functional Collaboration: Built strong cross-functional relationships with Sales, Customer Success, and Service Delivery teams to streamline renewals and improve customer satisfaction and retention.
• Tools & Technology Proficiency: · Skilled in Salesforce, CPQ, Microsoft Azure,Excel,PowerPoint, SharePoint, Siebel, SAP, ERP systems, and Contract Lifecycle Management (CLM) tools, enabling efficient data management and process execution.
• Key Results:

Achieved 105% of annual renewal targets

Reduced customer churn by 58% through proactive engagement and early intervention

Contributed to a 27% increase in recurring revenue by capitalizing on upsell and cross-sell opportunities during the renewal cycle.

• Managed renewal, upsell, and closure of maintenance, service, and license contracts for assigned regions/accounts.
• Increased renewal sales through proactive engagement and identification of expansion opportunities.
• Acted as a key consultant to stakeholders—gathering requirements, identifying solutions, and advising within policy and procedural boundaries.
• Ensured timely renewal of service contracts in line with regional renewal schedules.
• Educated sales teams on system enhancements and process changes to ensure 100% accuracy in quote submissions.
• Conducted monthly assessments and process simulations to enhance team knowledge and operational efficiency.
• Handled internal and external stakeholder escalations, resolving process-related issues effectively.
• Performed impact analysis on proposed process changes, assessing upstream/downstream and KPI implications.
• Maintained and updated all process documentation; served as the primary contact for process and training materials.
• Coordinated closely with vendors and internal sales teams to meet renewal deadlines.
• Participated in a query resolution team to review and address daily operational issues
• Managed costing, pricing, and quote generation for Cisco and non-Cisco services; ensured SLA adherence through vendor coordination.
• Submitted over $15M in quotes for the Singapore region in FY20 and $9M in FY19.
• Attended weekly sales/client calls to gather requirements and deliver tailored quotes.
• Conducted comprehensive customer research using tools such as SAP_GT, Cisco Tool (CCW_R), E_Prov, DD Direct, CNR, DSR, and Sapphire.

• Monitored multiple sources for purchase order inflow (Barracuda, SOX Flounder, fax/email) and ensured timely entry into Oracle ERP within defined turnaround time (TAT).
• Coordinated with shipping facilities and carrier teams to manage order dispatch, track shipments, and provide real-time delivery updates to customers.
• Communicated process updates to customers and analyzed order trends to flag unusual patterns or deviations.
• Tracked and traced orders post-shipment and proactively shared updates with clients.
• Followed standard escalation procedures for unresolved issues, ensuring timely resolution through internal teams.
• Conducted transaction audits, captured key data accurately, and identified root causes for process improvements.
• Managed and documented customer complaints; resolved escalations efficiently.
• Participated in calibration sessions with Team Leaders to ensure consistency in order processing and issue resolution.
• Delivered on-the-job training (OJT) to new team members, enhancing onboarding efficiency.
• Prepared monthly reports and dashboards using advanced Excel for performance and trend analysis.
• Skilled in data organization, proofreading, database management, and document processing with a high level of accuracy.
• Utilized advanced software tools to optimize order management processes, increasing productivity levels across the department.