Customer Retention Executive

This is a fully remote position, open to applicants in United States.

📋 Description

• Contribute to the annual renewal bookings quota as well as the company migration target quota.

• Act as the main point of contact for ongoing customer accounts within a specific customer segment during renewal or migration processes.

• Engage in add-on and upsell opportunities related to renewals and migrations.

• Develop and analyze reporting data pertaining to TAR, ACV achieved, Point of Renewal Add-ons, and Closed/Lost opportunities.

• Negotiate with clients and resolve issues by proposing effective and creative solutions.

• Articulate product use cases, particularly regarding SaaS upgrade initiatives and value propositions.

• Manage and resolve escalations effectively.

• Maintain a proactive work approach.

• Establish and uphold collaborations with Sales, Order Management, Renewal Operations, Billing, Fulfillment, Support, and other internal teams.

• Comprehend and comply with the Bookings Policy and team expectations for addressing orders that are on hold.

⛳️ Requirements

• Bachelor’s degree in Finance, Accounting, Business, or relevant industry experience.

• Exceptional written and verbal communication abilities.

• Capability to communicate across various functions and externally with customers.

• Strong organizational skills with the ability to multitask.

• Self-motivated and capable of independently directing work in a fast-paced setting.

• Effective interpersonal skills to foster productive professional relationships.

• Demonstrated analytical and problem-solving capabilities.

• Flexibility with the ability to prioritize multiple objectives.

• Commitment to adhering to internal controls, best practices, and operational efficiencies.

• Proficiency in Microsoft Office and Salesforce.

• Willingness to work beyond normal office hours during peak periods.

• At least 1–2 years of relevant experience in a software or technology firm is advantageous.

• Familiarity with SaaS.

• Experience with Salesforce.com and/or large CRM/ERP systems is a plus.

🏝️ Benefits

• Flexible culture and work environment.

• Trust-based workplace.

• Opportunities for continual learning and professional growth.

• Commitment to a culture of diversity and inclusion.

• Professional support and recognition for employee contributions.