Customer Retention Executive (CRE1)

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.
• Salesforce.com and/or large CRM/ERP experience.