Renewal and Retention Representative with German

The Renewal & Retention representative is responsible for achieving quarterly and annual goals by managing a territory using the telephone and Web technologies mainly.

The Renewal & Retention Representative acts as Account Responsible for allocated accounts and will follow two main objectives: on one hand work closely with Bitdefender’s channel partners to retain customers, secure and maximize the revenue on existing allocated accounts; on the other hand, the representative will build direct relationships with end-users in order to help them take full advantage of their investment and continue their engagement with Bitdefender.

Responsibilities:

• Renewals in the allocated segment achieved through business partners or direct contact with end-users:
  • Meets assigned renewal related targets and strategic objectives in the agreed territory/segment/threshold;
  • Proactively and timely manages the renewal pipeline by engaging with Bitdefender’s channel partners and end users;
  • Accurately documents and updates the CRM with relevant information about the renewal and customer satisfaction level;
  • Responsible for forecasting revenue renewal projections and participates in forecast meetings with management and other stakeholders;
  • Actively seeks to maximize renewal revenue through upsell/upgrade/cross-sell actions;
  • Promotes marketing upselling & retention campaigns to drive revenue growth and increase Customer Retention;
  • Leads solution development efforts that best address end-user needs, while coordinating the involvement of all necessary Bitdefender resources and partner personnel;
  • Ability to develop territory growth plans in collaboration with TAM and ITAM;

• Proactive and programmatic retention activities:

• Uses tele sales and customer engagement techniques for interacting with end users to increase their level of engagement with Bitdefender’s products & services, throughout the Customer Lifecycle Stages;
• Conducts customer outreach over the phone with weekly monitoring of call rates, time on the phone and activity levels;
• Closely follows the cadence set for end-user engagement/churn prevention throughout the fiscal year in line with agreed customer contact strategy & objectives while using appropriate channels;
• Accurately assess a customer’s level of churn risk and/or down sell based on customer’s feedback and by using various digital assessment tools and reports;
• Uses people and technology resources appropriately to proactively address and correct identified risks for assigned accounts;
• Makes recommendations to help at-risk customers, promote overall customer satisfaction, product adoption, retention, and renewals;
• Partners with Sales (Sales teams, Partner Ecosystem, Technical Support, Sales Support, Etc.) on account and territory planning as appropriate to promote a positive customer experience;
• Meets assigned renewal and retention targets and aligns themselves with the regional strategy set by the Regional Director/TAM/ITAM leaders;

Qualifications:

• Fluency in German Language;
• Bachelor’s Degree;
• 1+ years of Customer success, renewals, and or inside-sales experience and an understanding of a 2 tier distribution model is a plus;
• Extensive experience in Customer Success is a plus;
• Negotiation, B2B, and closing skills;
• Must have a proven track record of success in achieving measurable monthly lead development/sales goals;
• Strong time management and organizational skills. Able to manage and meet multiple deadlines;
• Positive and energetic phone skills, excellent listening skills, strong written communication skills;
• Strong interpersonal skills suitable for interacting with various departments, system personnel, all levels of management, and customers in the surrounding community;
• Knowledge of Salesforce CRM software and Microsoft Office preferred;
• Adaptive and flexible (changing technologies, processes, etc);
• Travel to territory on an as needed basis.