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 Bitdefenderâ€™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.
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 / thresholdProactively and timely manages the renewal pipeline by engaging with Bitdefenderâ€™s channel partners and end usersAccurately documents and updates the CRM with relevant information about the renewal and customer satisfaction levelResponsible for forecasting revenue renewal projections and participates in forecast meetings with management and other stakeholdersActively seeks to maximize renewal revenue through upsell / upgrade / cross-sell actionsPromotes 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 personnelAbility 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 Bitdefenderâ€™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 customerâ€™s level of churn risk and / or down sell based on customerâ€™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
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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