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Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com
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At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed, and can be the best part of yourself here.
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Location: Cork or London
Work model: Hybrid (3 days in the office, 2 days working from home)
We are looking for a dynamic and skilled Retention Sales Manager who is fluent in Dutch and English to join our team at Trend Micro. This exciting role involves managing our existing Customer install base, ensuring they derive maximum value from their Trend Micro solutions while maintaining and growing Annual Recurring Revenue (ARR). We are seeking someone with a strong customer success mindset and Sales instinct, as well as robust IT skills, including experience with migrations of existing customer legacy & End of life solutions with the aim to have that Modernisation conversation to upsell to our platform and Vision One.
Job Summary:
The Retention Manager will be responsible for managing the existing customer install base, ensuring you derive maximum value from their Trend Micro solutions while maintaining and growing Annual Recurring Revenue (ARR). This role involves proactive Customer and Channel engagement, managing escalations, driving retention rates, and achieving renewal revenue targets.
The role will collaborate cross-functionally with internal teams, working within an account team approach across our channel partners & Customers to ensure a seamless customer experience and successful retention & growth.
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.
Renewal and Upsell Coordination:
Collaborate with the account team to review Customers due for renewal.
Coordinate with account team and discuss engagement strategies and identify upsell opportunities to maximize revenue.
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.
Cross-Functional Collaboration:
Work closely with Account managers and Customer Success Managers to address Customers at risk of churn.
Develop and implement strategies to mitigate churn and enhance Customer loyalty.
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.
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 Dutch and English.
At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.
