Senior Customer Retention Executive

Summary

Join BeyondTrust as a Sr Customer Retention Executive (CRE3) and contribute to the growth of our customer base. You will focus on driving renewal retention, expansion, and deployment migration for perpetual customers. This role involves direct communication with customers, partners, and internal teams to optimize processes and maximize customer revenue. Success in this position requires an exemplary track record in managing customer relationships and achieving renewal and expansion KPIs. You will be responsible for contributing to annual renewal bookings and migration targets, serving as a point of contact for customer accounts, and participating in add-on and upsell opportunities. The ideal candidate possesses strong communication, organizational, and analytical skills, along with proficiency in Microsoft Office and Salesforce.

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
• Knowledge of automation, analytics, and general office technology including operations, development, and general office administration
• 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

Responsibilities

• Contribute to the attainment of the annual renewal bookings quota and company migration target quota
• Serve as point of contact on all items relating to perpetual customer accounts in a given customer segment in either renewal or migration motion
• Participate with add-on and upsell opportunities related to renewals/migrations
• Exhibit competencies in reporting, including building and interpreting data related to TAR, ACV attained, Point of Renewal Add-ons, and Closed/Lost opportunities
• Be confident in customer negotiation and problem-solving, proposing effective and creative resolutions
• Understand and communicate product use cases, especially relating to SaaS upgrade motions and value proposition
• Skillfully handle escalations and understand how to defuse situations
• Consistently display a proactive approach to work
• Establish and maintain professional and mutually beneficial alignments with associated internal teams (Sales, Order Management, Renewal Operations, Billing, Fulfillment, Support, etc.)
• Understand the Bookings Policy and consistently adhere to policy & team expectations for resolving orders on hold

Preferred Qualifications

• Minimum 5 years of related experience in a software or technology company
• Experience with the sales industry
• Knowledge of SaaS
• Com and/or large CRM/ERP experience