About the role
Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com
The Renewal & Retention representative is responsible for achieving quarterly and annual goals by managing a territory using the telephone and Web 2.0 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, ITAM and CAM
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/CAM leaders;
Qualifications:
* French - Full professional proficiency; * English - Full professional proficiency; * 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.
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