Sr Customer Retention Executive

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cyber security SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth, and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

The Role

The Sr Customer Retention Executive (CRE3) works collaboratively to grow and expand BeyondTrust’s customer base primarily in working with perpetual customers to drive renewal retention, expansion, and deployment migration. The Sr Customer Retention Executive communicates directly with external contacts including but not limited to customers, partners, and distributors as well as with internal departments across the Go to Market team and other cross-functional groups to effectively maintain and improve upon the processes and procedures in place to maximize customer revenue retention through renewal bookings and improve customer satisfaction and experience, with a specialized focus on SaaS upgrades.

The Sr Customer Retention Executive has an exemplary track record in successfully managing customer relationships as well as tracking towards set renewal and expansion KPIs.

What You’ll Do

• Contributes to the attainment of the annual renewal bookings quota and company migration target quota
• Serves as 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
• 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

Nice To Have

• 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

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the worldwide leader in intelligent identity and access security, enabling organizations to protect identities, stop threats, and deliver dynamic access. We are leading the charge in innovating identity-first security and are trusted by 20,000 customers, including 75 of the Fortune 100, plus a global ecosystem of partners.

Learn more at www.beyondtrust.com.