Establish long-term relationships with existing customers to drive growth and revenue

2 weeks ago

Cork, Cork, Ireland beBeeRetention Full time €80,000 - €100,000

Job Title: Customer Retention Manager

About the Role:

We are seeking a skilled and experienced Customer Retention Manager to join our team. The ideal candidate will have a strong customer success mindset, sales instinct, and robust IT skills.

Key Responsibilities:

  • Customer Value Management:
    • Focusing on existing customers to ensure they derive maximum value from our solutions.
    • Proactively managing and resolving any escalations to maintain high customer satisfaction.
  • Renewal and Upsell Coordination:
    • Collaborating with account teams to review customers due for renewal.
    • Cordinating with account teams and discussing engagement strategies and identifying upsell opportunities to maximize revenue.
  • Proactive Customer Engagement:
    • Leveraging existing deployment data to engage proactively with customers.
    • Aiming to retain and grow annual recurring revenue (ARR) by addressing customer needs and opportunities and any pain points.
  • Cross-Functional Collaboration:
    • Working closely with account managers and customer success managers to address customers at risk of churn.
    • Developing and implementing strategies to mitigate churn and enhance customer loyalty.
  • Quotation and Pipeline Management:
    • Issuing quotations in a timely manner to support sales processes.
    • Proceeding customer modernisation conversations.
  • Revenue Planning and Forecasting:
    • Completing accurate revenue planning and forecasting to inform strategic decisions.
    • Ensuring forecasts are timely and reflect the current market and customer status.
  • Channel Engagement:
    • Engaging with channel teams to scale retention efforts through channel partnerships.
    • Collaborating with channel partners to enhance retention motions and expand customer reach.
  • KPI Reporting and Market Analysis:
    • Reporting on key performance indicators (KPIs) to track progress and identify areas for improvement.
    • Analysing market opportunities and challenges to inform retention strategies and business decisions.
  • IT Skills and Migrations:
    • Demonstrating strong IT skills, particularly in managing migrations of existing customers to our platform and Vision One.
    • Ensuring seamless transitions and integrations to enhance customer experience and satisfaction.

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