• Provide excellent customer service, answering a variety of calls and emails from the mortgage lending industry and the public on FHA guidelines and procedures. • Use your knowledge of the mortgage industry to locate answers in a knowledge database to acknowledge client’s requests. • Follow standard operating procedures for various topics, systems, and contact channels. • Document all of your contacts in a database • Keep up to date on FHA mortgage processes and procedures

• Strategic sourcing and lane development • Capacity procurement • Execute purchasing strategies • Rate negotiation and benchmarking • Ensure carriers adhere to service requirements • Maintain records in TMS • Troubleshooting high-level issues with carriers

• Own and manage a renewal book of business for assigned accounts. • Engage customers proactively 90–120 days before contract expiration. • Drive high renewal rates and achieve quarterly/annual retention targets. • Execute pricing negotiations, contract discussions, and commercial conversations. • Identify and qualify upsell/cross-sell opportunities and collaborate with Account Executives. • Maintain accurate pipeline, renewal forecasts, and customer activity in CRM tools such as Salesforce. • Partner with Customer Success Managers to address adoption risks and customer concerns. • Coordinate with Legal, Finance, Procurement, and Operations teams for contract execution. • Develop account renewal strategies for at-risk customers. • Ensure accurate quoting, invoicing, and renewal documentation. • Analyze churn drivers and recommend retention strategies. • Maintain strong executive-level customer relationships.

• Achieve agreed-to quarterly sales goals, develop strong relationships with key buyers and influencers and leverage these during the renewals sales process. • Maintain strong customer relationships, understand their business needs, and align them with Sophos solutions. • Identify customer renewal risks and collaborate with channel partners, sales management, and the customer success team to coordinate activities to mitigate the risk. • Work closely with customers, channel partners and internal teams to acquire the documentation necessary for Sophos to correctly recognize revenue transactions. • Own and manage the end-to-end renewals process, including maintaining an accurate forecast status in SFDC • Follow Sophos standard renewals sales processes and policies including forecasting management, conducting sales campaigns, documenting activities, following up on assigned actions, etc. • Execute a planned cadence of engagement customers and put detailed strategic account plans in place where appropriate. • Work in support of the new business sales team when their expansion business is in conjunction with a pending renewal to ensure full renewal is achieved and partnering to support the additional growth solutions to the customer’s desired cybersecurity and business outcomes.