Renewal and Retention Representative with German
Bitdefender
Bucharest, RO
4 zile în urmă

The Renewal & Retention representative is responsible for achieving quarterly and annual goals by managing a territory using the telephone and Web 2.0 technologies mainly.

  • The Renewal & Retention Representative acts as Account Responsible for allocated accounts and will follow two main objectives : on one hand work closely with Bitdefender’s channel partners to retain customers, secure and maximize the revenue on existing allocated accounts;
  • on the other hand, the representative will build direct relationships with end-users in order to help them take full advantage of their investment and continue their engagement with Bitdefender.

    Responsibilities :

  • Renewals in the allocated segment achieved through business partners or direct contact with end-users : Meets assigned renewal related targets and strategic objectives in the agreed territory / segment / threshold;
  • Proactively and timely manages the renewal pipeline by engaging with Bitdefender’s channel partners and end users;Accurately documents and updates the CRM with relevant information about the renewal and customer satisfaction level;
  • Responsible for forecasting revenue renewal projections and participates in forecast meetings with management and other stakeholders;
  • Actively seeks to maximize renewal revenue through upsell / upgrade / cross-sell actions;Promotes marketing upselling & retention campaigns to drive revenue growth and increase Customer Retention;
  • Leads solution development efforts that best address end-user needs, while coordinating the involvement of all necessary Bitdefender resources and partner personnel;
  • Ability to develop territory growth plans in collaboration with TAM and ITAM;
  • Proactive and programmatic retention activities :
  • Uses tele sales and customer engagement techniques for interacting with end users to increase their level of engagement with Bitdefender’s products & services, throughout the Customer Lifecycle Stages;
  • Conducts customer outreach over the phone with weekly monitoring of call rates, time on the phone and activity levels;
  • Closely follows the cadence set for end-user engagement / churn prevention throughout the fiscal year in line with agreed customer contact strategy & objectives while using appropriate channels;
  • Accurately assess a customer’s level of churn risk and / or down sell based on customer’s feedback and by using various digital assessment tools and reports;
  • Uses people and technology resources appropriately to proactively address and correct identified risks for assigned accounts;
  • Makes recommendations to help at-risk customers, promote overall customer satisfaction, product adoption, retention, and renewals;
  • Partners with Sales (Sales teams, Partner Ecosystem, Technical Support, Sales Support, Etc.) on account and territory planning as appropriate to promote a positive customer experience;
  • Meets assigned renewal and retention targets and aligns themselves with the regional strategy set by the Regional Director / TAM / ITAM leaders;
  • Qualifications :

  • Fluency in German Language;
  • Bachelor’s Degree;
  • 1+ years of Customer success, renewals, and or inside-sales experience and an understanding of a 2 tier distribution model is a plus;
  • Extensive experience in Customer Success is a plus;
  • Negotiation, B2B, and closing skills;
  • Must have a proven track record of success in achieving measurable monthly lead development / sales goals;
  • Strong time management and organizational skills. Able to manage and meet multiple deadlines;
  • Positive and energetic phone skills, excellent listening skills, strong written communication skills;
  • Strong interpersonal skills suitable for interacting with various departments, system personnel, all levels of management, and customers in the surrounding community;
  • Knowledge of Salesforce CRM software and Microsoft Office preferred;
  • Adaptive and flexible (changing technologies, processes, etc);
  • Travel to territory on an as needed basis.
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