700-805 Sample Questions & Answers
The renewals manager's role and the end-to-end motion for renewals tie for the top weight, alongside AutoQuote and Smart Accounts tooling, how customer lifecycle stages shape experience fundamentals, and IT purchasing models.
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- Question 1Intermediate
Renewals Process · Analyze risk assessment at T-90, T-60, and T-30 for all contracts, products, and services
During a T-60 review for a key account, a Renewals Manager discovers through the partner's CRM that the primary technical contact and decision-maker for the renewal has unexpectedly left the company. What is the most critical immediate action for the Renewals Manager to take?
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Correct answer: B
The loss of a key stakeholder is a major renewal risk. The immediate priority is to re-establish contact and influence within the customer's organization. Collaborating with the broader account team (AM and CSM), who may have other contacts, is the fastest and most effective way to identify the new decision-maker and begin building a relationship to keep the renewal on track.
- Question 2Beginner
Cisco Tools and Processes · Describe the capabilities of Lifecycle Advantage (LCA)
A partner organization is looking to move beyond simple renewal notifications and wants to proactively drive customer adoption and value realization throughout the lifecycle. Which Cisco tool is specifically designed to provide partners with customer insights, automated communications, and success plan templates for this purpose?
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Correct answer: D
Lifecycle Advantage (LCA) is the Cisco platform designed to help partners automate and scale their customer success practice. It provides telemetry data, customer insights, and co-branded, automated email journeys to help drive adoption, mitigate risks, and uncover renewal and growth opportunities. CCW-R is for quoting and deal management, PXP is a broader partner portal, and CX-IB focuses on viewing the customer's install base.
- Question 3AdvancedSelect 3
Roles and Responsibilities · Describe the measurements of success for the Renewals Manager role
A Cisco Partner is defining the key performance indicators (KPIs) for its Renewals Manager team. To ensure alignment with modern customer success principles, the KPIs should reflect both transactional success and customer value. Which THREE of the following metrics are most appropriate for measuring the success of a Renewals Manager? (Select THREE).
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Correct answers: B, C, D
NRR includes renewals, churn, and expansion (upsell/cross-sell). It is a critical indicator of customer health and value realization, going beyond just renewing the base contract.
This measures the Renewals Manager's ability to identify customer needs and successfully upsell to more comprehensive, value-added services, contributing to expansion revenue.
This is a fundamental metric that measures the efficiency and effectiveness of the renewals process.
- Question 4Advanced
Customer Success Foundation · Describe recurring revenue financial terms
A Renewals Manager is calculating the estimated Lifetime Value (LTV) for a SaaS customer. The customer generates an Annual Recurring Revenue (ARR) of $50,000. The company's gross margin is 80%, and the annual customer Attrition Rate (ATR) is 10%. What is the calculated LTV for this customer?
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Correct answer: D
The formula for Lifetime Value (LTV) is: (ARR * Gross Margin %) / Attrition Rate.
- Calculate the annual profit: $50,000 (ARR) * 0.80 (Gross Margin) = $40,000.
- Divide by the Attrition Rate: $40,000 / 0.10 (ATR) = $400,000.
Therefore, the estimated LTV of this customer is $400,000.
- Question 5Advanced
Renewals Process · Identify the steps to process exceptions or non-standard elements of a renewal quote
Case Study:
A global logistics company, 'ShipFast', has multiple, disparate Cisco service contracts for its various regional offices, all with different end dates. They have a new CIO who wants to simplify vendor management and gain budget predictability. The CIO has requested a single proposal to co-terminate all existing contracts and move to a unified 3-year Enterprise Agreement (EA). During discovery, the Renewals Manager learns that ShipFast's new corporate mandate requires 24/7 critical support for their primary distribution hubs in North America and Europe, a service level not included in the standard EA.
This non-standard request must be addressed to secure the deal. The Renewals Manager has confirmed that this enhanced support level can be provided, but it will require a custom statement of work (SOW) and special pricing approval.
What is the correct sequence of steps the Renewals Manager should take to process this complex renewal?
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Correct answer: C
This sequence correctly addresses the complexity of the deal. First, the standard elements (co-term and EA) are structured in the official tool (CCW-R). Concurrently, the exception (custom support SOW) is handled through the appropriate internal process for non-standard requests, including pricing approval. Only after all components are finalized and approved internally should the complete, accurate proposal be presented to the customer. This ensures a professional approach and avoids presenting an unapproved solution.
- Question 6Beginner
Customer Success Foundation · Explain the stages throughout the customer lifecycle (choosing > using > loving)
What is the primary purpose of the 'Loving' stage in the customer lifecycle (Choosing > Using > Loving)?
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Correct answer: D
The 'Loving' stage occurs after the customer has successfully implemented ('Choosing') and is actively using the solution ('Using'). This stage focuses on deepening the value realization to the point where the customer becomes a loyal advocate, leading to higher retention, expansion opportunities, and positive referrals. It is the pinnacle of the customer success journey.
- Question 7Intermediate
Roles and Responsibilities · Describe the role of a Renewals Manager within the Lifecycle and the integration with various teams
A Renewals Manager is working with a Customer Success Manager (CSM) to build a customer success plan. What is the Renewals Manager's primary contribution to this plan?
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Correct answer: B
While the CSM focuses on driving adoption and value, the Renewals Manager's key role is to connect that value to the commercial construct. They ensure the success plan's outcomes justify the renewal and use the insights gained to identify and position logical upsell or cross-sell opportunities, tying the customer's success directly to revenue retention and growth.
- Question 8Beginner
Cisco Tools and Processes · Describe the AutoQuote process
The AutoQuote process is designed to improve the efficiency of the renewals motion for certain types of deals. Which statement best describes a primary characteristic of the AutoQuote process?
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Correct answer: A
The AutoQuote process automates the initial creation of renewal quotes for straightforward renewals. A key feature is that the quote is sent to the partner, not the end customer. This gives the partner, via the Renewals Manager, full control to review the quote for accuracy, identify potential upsell opportunities, and add value before presenting it to the customer.
- Question 9Intermediate
Renewals Process · Identify the steps to perform an end-to-end renewals motion with the customer
A Renewals Manager is preparing for a T-30 renewal meeting with a customer. The risk assessment is green, and the customer has verbally agreed to renew. What is the primary objective of this T-30 engagement?
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Correct answer: B
The T-30 stage is the final phase of the renewal motion. By this point, discovery, risk assessment, and negotiation should be complete. The primary objective is to move the deal to closure. This involves presenting the final quote, confirming the customer's internal procurement steps and timelines, and taking the necessary actions to receive the official purchase order before the contract expires.
- Question 10Advanced
Customer Success Foundation · Describe recurring revenue financial terms
What is the primary difference between Annual Recurring Revenue (ARR) and incremental Annual Contract Value (iACV)?
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Correct answer: C
ARR is the total predictable revenue a company expects to receive from all its customers over a year. iACV, or incremental Annual Contract Value, is a component of ARR that isolates the annualized value of new business won in a period. This includes new logos, as well as upsells and cross-sells to existing customers. It is a key metric for measuring growth.
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