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The Customer Retention Representative will require frequent phone contact with North American customers while accessing and using different databases, workflows and templates. This individual will be motivated by daily goals that roll up to overall performance metrics. This position is responsible for taking ownership of customer and partner inquires and outbound activities, to deliver world class customer service. Foster customer loyalty and product retention while enhancing the quality of the customer experience. The position is also responsible for maintaining the Sales integration process and providing weekly migration/targeted customer data for the Sales/Retention collaboration.
Essential Job Responsibilities:
Develop and maintain a deep understanding of the assigned territory, including customers, prospects, partners, influencers, and a solid understanding of the top NA/LA customers.
Meet or exceed renewal goals on a daily, monthly, quarterly and yearly basis.
Develop a unique follow-up methodology to ensure consistent and ongoing coverage of account or territory assignments based on an understanding of the sales opportunities.
Maintain the highest level of customer satisfaction with all North American and Latin American customers; reviewing outreach patterns and customer feedback on a regular basis.
Ensure that the renewal of expired enterprise license agreements is properly booked and invoiced accurately; leading communication with Order Processing for any areas of concern.
Maintain multiple information systems relating to customer experience and provide process improvement suggestions to system administrators.
Communicate clearly with Sales Operations any forecast fluctuations and provide supporting data.
Cultivate a relationship with Support managers to ensure entitlement checks and general Customer Experience processes (SLOs, license key requests…etc.) are addressed.
Cultivate capacity, new product, services and/or education leads with existing customers during renewal sales cycle by initially qualifying and collaborating with the field sales team.
Ensure approvals (within the acceptable business parameters) are received and documented in accordance with internal procedures.
Maintain and expand skills in sales techniques, the industry, market and competitive knowledge, in addition to Arcserve products and processes.
Present proposals to the customer to secure commitment to renew; engage in limited price and term negotiations if necessary.
Perform other duties as assigned.
Required Job Qualifications:
One year of Customer Success experience or related
Solid verbal and written communication skills
Preferred Job Qualifications:
Experience in business-to-business telesales strongly preferred
Attention to detail and accuracy
Customer service and relationship building skills
Ability to interact with all levels within an organization and to manage multiple priorities in an energetic, fast-pace environment with established goals and performance metrics
Thirst for knowledge and desire to grow within the organization
Strong work ethic
Desire and ability to work cohesively and collaboratively with a team of professionals
The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to sit; use hands and fingers and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand, walk and/or stoop.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Professional office environment.
Arcserve is an equal opportunity/affirmative action employer. Minorities/Females/Disabled/Veterans
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