Customer Retention Manager

Customer Retention Account Manager – Job Description

Company: Client of Options Executive Search

Location: Germany, remote

Thousands of customers, including the majority of the Fortune 100, trust us to manage, accelerate, and secure their software delivery from code to production.

Responsibilities:

• Responsible for the renewal of customer subscriptions in their assigned territory; this includes customer notification of upcoming renewal, discussing changes to their contract, and providing quotes directly to customers
• Manage cadence for effective renewal forecasts and projections
• Drive the renewals process in collaboration with the Strategic Sales team to preserve and improve customer contracts and relationships
• In collaboration with Customer Success, Finance, Legal, Deal Desk, Procurement and Sales teams, own, drive and manage the renewal process, including renewal quotes and renewal opportunities to ensure renewals are processed accurately and on-time
• Identify upsell/cross-sell opportunities upon contract renewal to maximize customer growth
• Actively engage with key decision makers to identify customer requirements and uncover roadblocks to ensure on-time commitments
• Accountable for maintaining accurate customer renewal records including licenses, software expiration dates and customer contact information
• Communicate effectively with customers and internal stakeholders to provide updates, resolve issues, and gather feedback
• Identify accounts at risk and work to develop and execute mitigation plans

Requirements:

• 5+ years of experience in Sales, Customer Success or related field
• Proven sales experience, strong negotiation skills combined with strong interpersonal and organizational skills
• Quota carrying experience (e.g., Renewals, Enterprise Sales, Account Management) with a track record of exceeding sales retention/growth quotas, preferably in a SaaS organization
• Demonstrated success managing a pipeline and closing large enterprise SaaS contracts/renewals
• Excellent time and process management skills, ensuring timely and accurate processing of renewals
• Strong attention to detail and problem-solving skills with the ability to work under multiple deadlines
• Ability to work with multiple dynamic teams in a fast-paced environment
• Strong proficiency with MS Office (Excel, Word, and PowerPoint) and various databases & CRM systems - specifically Salesforce
• Excellent verbal and written communication skills - ability to communicate company messages and value propositions
• Takes an active interest in increasing customer happiness and deepening customer relationships
• Must have a follow-up mindset with a proactive, creative approach and a high level of communication