Customer Retention Executive

BeyondTrust

About The Position

The Customer Retention Executive (CRE1) is a member of the global Customer Retention & Growth Team within the Go to Market organization of BeyondTrust. The CRE1 works to secure and expand the recurring revenue business of the BeyondTrust customer base through driving both renewals and identifying/assisting with expansion opportunities. The CRE1 is responsible for managing a high volume of customer accounts and thrives in a fast-paced, customer-centric environment. This individual is self-motivated, proactive, and eager to partake in opportunities to expand his/her knowledge base of renewals and customer success in driving future growth.

Requirements

Bachelor’s degree in Finance, Accounting, Business, or comparable industry experience
Excellent written and verbal communication skills with an ability to communicate cross functionally across the organization as well as externally with customers
Strong organization skills and ability to multi-task, self-start and self-direct work in an independent and fast paced environment
Ability to work with teams in diverse functional areas with effective interpersonal skills necessary to build positive, productive, and effective professional working relationships
Proven analytical and problem resolution skills
Flexibility and ability to prioritize in meeting multiple goals
Adhere to internal controls, best practices, and efficiencies
Proficient with Microsoft Office and Salesforce
Ability to work outside of normal office hours during peak times

Nice To Haves

Minimum 1-2 years of related experience in a software or technology company a plus
Knowledge of SaaS.com and/or large CRM/ERP experience

Responsibilities

Contributes to the attainment of the annual renewal bookings quota and company migration target quota
Serves as the point of contact on all items relating to perpetual customer accounts in a given customer segment in either renewal or migration motion
Participates with add-on and upsell opportunities related to renewals/migrations
Exhibits competencies in reporting, including building and interpreting data related to TAR, ACV attained, Point of Renewal Add-ons, and Closed/Lost opportunities
Confident in customer negotiation and problem-solving, proposing effective and creative resolutions
Understands and communicates product use-cases, especially relating to SaaS upgrade motions and value proposition
Skillfully handles escalations and understands how to defuse situations
Consistently displays a proactive approach to work
Establishes and maintains professional and mutually beneficial alignments with associated internal teams (Sales, Order Management, Renewal Operations, Billing, Fulfillment, Support, etc.)
Understands the Bookings Policy and consistently adheres to policy & team expectations for resolving orders on hold