Customer Retention Executive

Company Overview

BeyondTrust is dedicated to making the world a safer place through its cybersecurity SaaS solutions. The company fosters a culture of flexibility, trust, and ongoing learning, encouraging employees to grow and make meaningful contributions within a supportive and inspiring environment.

Role Summary

The Customer Retention Executive (CRE1) operates within the global Customer Retention & Growth Team, a key part of BeyondTrust's Go to Market division. This role focuses on maintaining and growing recurring revenue by managing renewals and uncovering expansion opportunities across a sizable portfolio of customer accounts. Success requires a proactive, self-driven individual comfortable in a lively, client-focused setting, with a keenness to deepen their expertise in renewals and customer engagement to foster future growth.

Key Responsibilities

• Play an active role in achieving the annual targets for renewal bookings and company migration goals.
• Serve as the primary contact for perpetual customer accounts within assigned segments, handling renewals and migrations.
• Engage with opportunities to upsell and add additional services during renewal and migration processes.
• Generate, analyze, and report on metrics such as Total Annual Recurring revenue, Account Contract Value, add-ons at renewal, and status of opportunities.
• Effectively negotiate and resolve customer issues with innovative and practical solutions.
• Communicate the product benefits clearly, especially regarding SaaS upgrades and value propositions.
• Manage escalations professionally and work to defuse challenging situations.
• Approach work with initiative and a forward-thinking mindset.
• Collaborate closely with internal teams including Sales, Order Management, Renewal Operations, Billing, Fulfillment, and Support for successful account management.
• Comply with the company’s Bookings Policy and promptly address orders on hold in line with team standards.

Candidate Qualifications

• Bachelor’s degree in Finance, Accounting, Business, or relevant industry experience.
• Exceptional communication skills, both written and oral, capable of liaising effectively within various departments and with external customers.
• Strong organizational abilities with multitasking skills; capable of working independently in a fast-paced environment.
• Interpersonal skills to foster constructive and productive relationships across departments.
• Demonstrated analytical capabilities and problem-solving talent.
• Adaptable, able to prioritize and achieve multiple objectives.
• Strict adherence to internal controls and best business practices.
• Proficiency in Microsoft Office and Salesforce platforms.
• Willingness to work outside typical office hours during busy periods.

Preferred Experience and Skills

• 1-2 years of experience in software or technology industries is advantageous.
• Familiarity with SaaS business models.
• Exposure to large-scale CRM or ERP systems.

Company Values

BeyondTrust prioritizes diversity and inclusion, cultivating a workplace where employees feel connected and valued. The company believes in hiring people from a variety of backgrounds to strengthen the team and enhance customer experience, ensuring employee wellbeing to better serve a diverse client base worldwide.

Additional Information

BeyondTrust is a global leader specializing in identity security that protects “Paths to Privilege™.” The company focuses on identity-centric security solutions managing identity attack surfaces and mitigating risks from both external and internal threats. Trusted by over 20,000 customers including 75 of the Fortune 100, BeyondTrust provides superior security, operational efficiency, and an exceptional customer experience.