About Company
Sophos is a global leader in next-generation cybersecurity, protecting over 500,000 organizations and millions of users in more than 150 countries from today’s most advanced threats. We provide a broad portfolio of advanced products and services to secure users, networks, and endpoints against ransomware, malware, exploits, phishing, and a wide range of other cyberattacks. With our advanced AI-powered solutions, cloud-native and cloud-managed offerings, and our industry-leading threat intelligence, Sophos is at the forefront of the fight against cybercrime. We are a company driven by innovation, a commitment to engineering excellence, and a passion for customer success. Joining Sophos means being part of a dynamic, diverse, and inclusive global team where your contributions truly make a difference in securing the digital world.
Job Description
Sophos is seeking a highly motivated and experienced Remote Customer Retention Executive to join our expanding team. This pivotal role is essential in fostering long-term relationships with our valued customers, ensuring their continued satisfaction, and minimizing churn within our critical client base. As a Remote Customer Retention Executive, you will be instrumental in understanding customer needs, identifying potential risks, and proactively developing strategies to enhance their experience and reinforce the value of Sophos’s cutting-edge cybersecurity solutions.
Working from your home office, you will engage directly with existing clients, serving as a trusted advisor and advocate. This includes monitoring customer health metrics, conducting regular check-ins, addressing concerns, and collaborating closely with our sales, support, and product teams to ensure a seamless and positive customer journey. You will be responsible for creating tailored retention plans, negotiating renewals, and demonstrating the ongoing benefits of Sophos products and services. The ideal candidate will possess a strong understanding of the cybersecurity landscape, exceptional communication skills, and a proven track record in customer relationship management. This role offers the flexibility of remote work, allowing you to manage your own schedule while contributing significantly to Sophos’s growth and reputation for unparalleled customer loyalty. If you are passionate about customer success and thrive in a proactive, problem-solving environment, we encourage you to apply.
Key Responsibilities
- Develop and execute proactive customer retention strategies to minimize churn and maximize customer lifetime value.
- Monitor customer health, usage patterns, and satisfaction metrics to identify at-risk accounts and potential areas for improvement.
- Conduct regular check-ins, business reviews, and strategic conversations with key customers to understand their evolving needs and ensure they are deriving maximum value from Sophos solutions.
- Collaborate with Sales, Technical Support, and Product Development teams to address customer issues, escalate concerns, and ensure timely resolution.
- Prepare and present customized proposals for renewals, up-sells, and cross-sells, clearly articulating the ROI of Sophos's offerings.
- Analyze customer feedback and market trends to provide insights that inform product enhancements and service improvements.
- Act as a primary point of contact for customer inquiries and concerns, fostering strong relationships built on trust and reliability.
- Maintain accurate and up-to-date records of customer interactions and retention activities within CRM systems.
Required Skills
- 3+ years of experience in a customer success, account management, or customer retention role, preferably within a technology or SaaS environment.
- Demonstrable experience in developing and executing customer retention strategies.
- Strong negotiation and objection handling skills.
- Excellent verbal and written communication, presentation, and interpersonal skills.
- Proficiency with CRM software (e.g., Salesforce) and analytics tools.
- Ability to work independently and manage a remote workload effectively.
- Basic understanding of cybersecurity principles and concepts.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, IT, or a related field.
- Experience working for a cybersecurity vendor.
- Familiarity with various B2B sales cycles and customer journey mapping.
- Certification in Customer Success Management or related disciplines.
Perks & Benefits
- Flexible remote work environment.
- Competitive salary and performance-based bonuses.
- Comprehensive health and wellness benefits package.
- Generous pension scheme.
- Opportunities for professional development and career growth.
- Access to cutting-edge cybersecurity training and certifications.
- Employee assistance program.
- Dynamic and inclusive global team culture.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume and cover letter clearly outline your experience in customer retention and your passion for cybersecurity. We look forward to reviewing your application!