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Customer Retention Representative

Position Summary
The Customer Retention Rep sells to existing customers. The CRR participates in a team-selling environment and will work to develop, manage and grow relationships with the existing customer base and guide them through the annual subscription renewal and identifying incremental subscription sales thru the renewal process. In addition, the CRR will facilitate and maintain successful relationships with customers, which will be measured by their strategic touch points of engagement prior to the customer subscription renewal.   The CRR will support revenue growth by working on specific territory strategies and activities focusing on retention as well as expansion opportunities within the customer base.

The high level of activity requires the individual to balance a range of responsibilities including outbound calling for assigned subscription renewals along with a range of territory and account support activities.


  • Responsible for all the phases of the renewal sales process - proactively contacting all customers with expiring contracts, generating renewal quotes, ensuring renewals are complete, and maintaining customer contact regularly throughout the year.
  • Consistently meet or exceed assigned quota associated with management and development of existing customer sales opportunities within assigned territory.
  • Maintain high customer retention rates through the development of strong relationships with key decision makers and users within an organization. 
  • Manage a pipeline of renewal opportunities and deliver results against monthly, quarterly and yearly forecast objectives and provide & maintain a 4 month rolling forecast and track sales activity in
  • Effectively communicate with external customers regarding renewal inquiries
  • Proactively manage internal and client expectations.
  • Interact with other departments including Customer Care,  IT, Finance, Training, Sales,  and Marketing  to meet and deliver customer requirements/expectations
  • Coordination with Customer Success Managers to provide responses and resolutions to issues
  • Provide guidance in managing and monitoring an escalation list/process for renewals
  • Leverage the renewal activity to promote incremental product sales
  • Provide Service of Unequalled Excellence
  • Work with the customers and customer success managers to ensure they are maximizing products and achieving success
  • Generates renewal letters, quotes and agreements 
  • Follow up with customers that do not respond within designated time frame


  • BS, BA degree or equivalent
  • Experience selling software product/solutions in B2B environment
  • Proven track record of selling and presenting in person, on the phone, and via web conference to senior executives
  • Strong written and verbal communication skills

Desired Knowledge/Skills:

  • Sales experience of business user applications is preferred over back office IT department applications
  • Sales experience of SaaS applications is preferred over premise-based, installed software
  • Ability to conceptualize business ideas with visuals including a good understanding of MS Powerpoint
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