We are seeking a dynamic Retention Sales Manager fluent in English to join our team at Trend Micro on a 12 month contract basis. This role focuses on managing our existing customer base while driving two critical outcomes: protecting Gross Revenue Retention (GRR) and accelerating Vision One platform modernization.

You'll combine customer expertise with sales acumen to lead modernization conversations, transitioning customers from end-of-life solutions to our Vision One platform. We need someone with strong business instincts who can identify migration opportunities, articulate platform value, and execute strategic initiatives that protect and expand Annual Recurring Revenue (ARR).

Job Summary:

The UKI Retention Manager will manage our existing customer install base to protect Gross Revenue Retention (GRR) while accelerating Vision One platform adoption. This role ensures customers maximize value from current solutions and successfully modernize from legacy products, driving Annual Recurring Revenue (ARR) growth through proactive engagement and strategic account management.

Responsibilities include managing escalations, achieving retention targets, and executing cross-functional collaboration with account teams and channel partners to deliver seamless customer experiences that enhance loyalty and expand revenue opportunities.

Key Responsibilities for a Retention Manager

Customer Value Management:

• Focus on the existing Customer Install base to ensure they are deriving maximum value from the solutions.
• Proactively manage and resolve any escalations to maintain high Customer satisfaction.

Platform Value Realization:

• Ensure customers derive maximum value from Vision One platform capabilities through consultative engagement
• Identify and activate underutilized Vision One modules to increase platform stickiness and retention rates

Strategic Platform Modernization:

• Drive proactive modernization conversations with existing customers to migrate from legacy/end-of-life solutions to Vision One platform
• Leverage customer deployment data and usage analytics to identify optimal migration opportunities and timing
• Utilize Vision One credit consumption modelling to present compelling business cases for platform adoption

Gross Revenue Retention (GRR) Vigilance:

• Maintain laser focus on protecting and growing GRR through proactive risk identification and mitigation
• Monitor early warning indicators of customer churn risk and implement immediate intervention strategies
• Achieve regional GRR targets through systematic retention planning and execution

• Develop and execute customer success plans that directly tie to GRR protection objectives
• Collaborate with Customer Success and Account Management teams to ensure seamless retention workflows
• Collaborate with the account team to review Customers due for renewal and address Customers at risk of churn

Proactive Customer Engagement:

• Leverage existing deployment data to engage proactively with Customers
• Aim to retain and grow Annual Recurring Revenue (ARR) by addressing Customers’ needs and opportunities and any pain points.

Quotation and Pipeline Management:

• Issue quotations in a timely manner to support sales processes. Proceeding customer Modernisation conversations.
• Manage the sales pipeline effectively to ensure consistent and predictable revenue flow.

Revenue Planning and Forecasting:

• Complete accurate revenue planning and forecasting to inform strategic decisions.
• Ensure forecasts are timely and reflect the current market and customer status.

Channel Engagement:

• Engage with Channel teams to scale retention efforts through channel partnerships.
• Collaborate with channel partners to enhance retention motions and expand Customer reach.

KPI Reporting and Market Analysis:

• Report on key performance indicators (KPIs) to track progress and identify areas for improvement.
• Analyse market opportunities and challenges to inform retention strategies and business decisions.
• Number of customers successfully migrated to Vision One platform quarterly
• Vision One credit consumption growth across customer base

IT Skills and Migrations:

• Demonstrate strong IT skills, particularly in managing migrations of existing Customers to our platform and Vision One.
• Ensure seamless transitions and integrations to enhance Customer experience and satisfaction.

By focusing on these key responsibilities, the Retention manager will play a crucial role in maintaining and growing our Customer Install base, ensuring long-term satisfaction and loyalty.

You Are:

• Strong in communication and negotiation skills, confidently taking ownership of your territory.
• Empathetic, with a positive attitude and a desire to help our customer reach their goals.
• Effective in managing your time and successfully managing your pipeline, as well as accurately forecasting revenue using our CRM tools.
• Capability to work within our high-energy sales team environment and a desire to work collaboratively within the team for broader success.
• Interested in Cyber Security.

You Have:

• Experience in sales, ideally within a channel environment in the software or technology industries.
• Strong organizational and time management skills.
• Positive and professional communication skills, as well as excellent presentation skills.
• A college/university degree or equivalent work experience.
• Fluency in English, any other language would be beneficial but not a requirement.