Customer Retention Executive

The Role

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.

What You’ll Do

• 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

What You’ll Bring

• 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 Have

• 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