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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Success Foundation | 10% | - Explain recurring revenue financial implications - Explain the stages of the customer lifecycle - Define customer experience - Describe recurring revenue financial terms |
| Topic 2: Cisco Tools and Processes | 20% | - Describe CX Portfolio and deal management processes - Explain Smart Accounts & Smart Licensing |
| Topic 3: Roles and Responsibilities | 30% | - Describe Renewals Manager role and integration - Explain renewals tasks and success metrics |
| Topic 4: Business Acumen | 30% | - Describe renewal cycle and risk action planning - Evaluate products and services to meet customer goals - Interpret key financial terms (e.g., CAPEX, OPEX) |
| Topic 5: Customer Success | 10% | - Define customer success - Explain customer journey & IT purchasing models |
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NEW QUESTION # 70
Which action can a Renewals Manager take to drive value in the account?
Answer: B
Explanation:
An action that a Renewals Manager can take to drive value in the account is to manage and mitigate renewal risk. Renewal risk is the possibility that a customer will not renew their contract with Cisco at the end of their term, resulting in revenue loss and customer churn. Renewal risk can be caused by various factors, such as low adoption, poor satisfaction, lack of value realization, competitive pressure, budget constraints, or organizational changes. A Renewals Manager can manage and mitigate renewal risk by:
Identifying and prioritizing the accounts that have the highest risk of non-renewal, using data and tools such as ATR (Annualized Total Revenue), ARR (Annual Recurring Revenue), iARR (Incremental Annual Recurring Revenue), TPV (Total Partner Value), icebreaker (a tool that provides insights into new and unique business prospects), and Adopt on Scores (a tool that provides insight into how well customers are utilizing service and software they purchase from Cisco).
Developing and executing a risk mitigation plan for each high-risk account, involving actions such as engaging with the customer, understanding their needs and challenges, demonstrating value and ROI, addressing any issues or concerns, proposing improvements or enhancements, offering incentives or discounts, or leveraging partners or references.
Monitoring and tracking the progress and results of the risk mitigation plan, using data and tools such as CCW-R (Cisco Commerce Software Subscriptions and Services), which is a tool that allows customers and partners to quote, order, and manage their service contracts and software subscriptions from one place; and Customer Success Plan, which is a document that captures the account team's strategy and actions to achieve customer success.
Collaborating with other account team members, such as Customer Success Managers, Account Executives, or Sales Engineers, to align on the renewal strategy, share information and insights, coordinate activities and touchpoints, and deliver a consistent and positive customer experience.
By managing and mitigating renewal risk, a Renewals Manager can drive value in the account by increasing the chances of a successful renewal, retaining customers and revenue, enhancing customer satisfaction and loyalty, and creating opportunities for upsell or cross-sell.
NEW QUESTION # 71
An RM is preparing for an upcoming renewal at T-120, but the CSM has not yet provided the Warm Handoff Packet. What is the RM ' s responsibility?
Answer: B
Explanation:
At T-120, the Renewals Manager is responsible for establishing renewal readiness and ensuring that all required cross-functional information is available before the renewal progresses. If the CSM ' s Warm Handoff Packet is missing, the RM should therefore proactively follow up with the CSM and obtain the customer-success information needed for renewal planning.
Cisco ' s current Renewals Manager v2.0 blueprint identifies the RM as the Renewal Lead and explicitly requires coordination among Sales, CSM, Technical, and Operations to maintain lifecycle continuity. It also requires stakeholder alignment to ensure renewal readiness and clarity of ownership, and specifies T-120 as a formal operational checkpoint in the renewal workflow. (Cisco Learning Content) The CSM provides critical lifecycle context because Cisco defines the CSM role around monitoring customer health, identifying adoption barriers, interpreting usage information, and leading customers toward renewal.
(Cisco) The RM needs that context to understand realized value, unresolved risks, adoption status, stakeholder changes, and potential renewal blockers before customer engagement begins.
Option A risks building a quote without sufficient customer-success context. Option B escalates prematurely; the first action should be direct coordination with the responsible CSM. Option C is also incorrect because the RM should actively remove the information gap rather than passively suspend the renewal motion.
Therefore, D is correct.
NEW QUESTION # 72
Which three financial metrics are critical in renewing subscriptions? (Choose three.)
Answer: A,B,D
NEW QUESTION # 73
Which critical task must be performed during the qualification phase?
Answer: D
NEW QUESTION # 74
An RM attempts to submit a renewal quote in CCW-R, but the system triggers a validation error regarding the start date. The contract being renewed reached Expired status 45 days ago. Why did the system trigger this error based on the Global Renewals Policy?
Answer: D
Explanation:
Under Cisco ' s updated Global Renewals Policy, a service contract can be backdated only while it remains within the Overdue grace period, which is the first 0-30 days after the original contract end date. Cisco defines an Overdue contract as one that has ended but remains within this 30-day grace period. Once more than 30 days have elapsed, the contract moves to Expired status. (Cisco) The current policy change, effective February 8, 2026, specifically states that backdating of service-contract start dates is permitted only during the Overdue grace period. Once the service reaches Expired status, backdating on the new renewal quote is no longer supported. For a renewal occurring 31-90 days after the prior contract end date, Cisco ' s updated behavior is to use the current date as the new start date rather than the previous coverage end date plus one day. (Dicker Data) Because this contract expired 45 days ago, it is already outside the 30-day Overdue window. Attempting to use a historical renewal start date therefore violates the current start-date logic and causes CCW-R validation to reject the backdated date.
Option A has no relationship to renewal start-date rules. Option B incorrectly attributes the issue to discount approval. Option C concerns co-termination rather than the fundamental prohibition on backdating an Expired contract.
Therefore, D is correct.
NEW QUESTION # 75
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