BeyondTrust: Customer Retention Executive BeyondTrust

Mosaec; Northern (KY); Remote; USD 65,000 - 90,000; Full time

Job summary

BeyondTrust is seeking a Customer Retention Executive to protect recurring revenue and drive expansion within our SaaS customer base. This remote US East Coast role focuses on renewals and migrations, coordinating with Sales, Billing and Support to maximize value and retention.

You will analyze TAR, ACV, and add-ons, negotiate resolutions, and communicate SaaS value propositions while maintaining strong cross-functional partnerships.

Qualifications

• Bachelor's degree in Finance, Accounting, Business or comparable experience.
• Excellent written and verbal communication skills with cross-functional collaboration.
• Strong organizational skills and ability to multitask in a fast-paced setting.
• Analytical and problem-solving capabilities with attention to detail.
• Proficiency with Microsoft Office and Salesforce.

Responsibilities

• Contributes to renewal bookings and migration targets.
• Serves as primary contact for perpetual customer accounts in renewal or migration motions.
• Seizes add-on and upsell opportunities related to renewals/migrations.
• Builds and interprets data related to TAR, ACV, add-ons, and opportunities.
• Negotiates and resolves customer issues with effective resolutions.
• Communicates product use-cases, especially SaaS upgrade motions and value propositions.
• Manages escalations and maintains professional stakeholder relationships.
• Collaborates with Sales, Order Management, Renewal Operations, Billing, Fulfillment, Support, etc.
• Adheres to Bookings Policy and team expectations for on-hold orders.

Skills

Communication

Organization

Multi-tasking

Cross-functional collaboration

Analytical thinking

Negotiation

Interpersonal skills

Education

Bachelor's degree in Finance, Accounting, or Business

Tools

MS Office

Salesforce

Job description

Headquarters: Remote United States | East Coast

BeyondTrust is a place where you can bring your purpose to life through the work that you do, creating a safer world through our cybersecurity SaaS portfolio.

Our culture of flexibility, trust, and continual learning means you will be recognized for your growth and for the impact you make on our success. You will be surrounded by people who challenge, support, and inspire you to be the best version of yourself.

Please note: This is a remote role in the US but candidates must be located on the east coast in order to be considered.

The Role

The Customer Retention Executive (CRE1) is a member of the global Customer Retention & Growth Team within the Go to Market organization of BeyondTrust. The CRE1 works to secure and expand the recurring revenue business of the BeyondTrust customer base through driving both renewals and identifying/assisting with expansion opportunities. The CRE1 is responsible for managing a high volume of customer accounts and thrives in a fast-paced, customer-centric environment. This individual is self-motivated, proactive, and eager to partake in opportunities to expand his/her knowledge base of renewals and customer success in driving future growth.

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
• com and/or large CRM/ERP experience

Better Together

Diversity. Inclusion. They’re more than just words for us. They are the guiding values of how we build our teams, cultivate leaders, and create a culture where people feel connected.

We take care of our employees so they can take care of our customers. Customers who come from all walks of life are just like us. We hire incredible people from diverse backgrounds because when we are different together, we are stronger together.

About Us

BeyondTrust is the global identity security leader protecting Paths to Privilege™. Our identity-centric approach goes beyond securing privileges and access, empowering organizations with the most effective solution to manage the entire identity attack surface and neutralize threats, whether from external attacks or insiders.

BeyondTrust is leading the charge in transforming identity security to prevent breaches and limit the blast radius of attacks, while creating a superior customer experience and operational efficiencies. We are trusted by 20,000 customers, including 75 of the Fortune 100, and our global ecosystem of partners.

Learn more at www.beyondtrust.com.