• Job Description

  Req#: 504830

  Job Summary:

  The Customer Retention Executive (CRE) plays a critical role in maintaining exceptional customer retention rates and managing renewal contracts effectively. This role demands a strategic focus on customer engagement, with the responsibility of leading a designated client list and providing comprehensive renewal support.

  The CRE acts as a trusted advisor to customers, establishing strong, value-based relationships and ensuring a consistent and high-quality customer experience. By understanding customer needs and expectations, the CRE proactively manages account health and pipeline, ensuring customer satisfaction and loyalty. This position requires a blend of strategic planning, relationship building, and operational efficiency, making it essential for the CRE to be adept at handling various customer scenarios, driving renewals, and contributing to the overall growth and success of the organization.

  We value open dialogue and continuous improvement; and in this role we encourage you to voice your feedback to drive improvements within the business. At Avenu, we love our customers and our team’s mission is to reach #Quest4Zero each and every quarter: ZERO churn, ZERO lost, and ZERO slipped renewals.

  If you are looking for a new challenge, in a growing, impactful, and supportive environment, the Client Success team is the place for you! We look forward to talking with YOU about how you can build this culture of success with us.

  Duties and Responsibilities:

  • Lead designated account strategy and provide end-to-end renewal execution support to ensure customer retention and annual revenue and growth targets.
  • Regularly connect with customers both virtually and in-person (when required), establishing strong relationships based on customer requirements and commitment to value.
  • Act as a trusted advisor to customers, encouraging them to become Avenu references.
  • Ensure effective pipeline planning by maintaining a rolling pipeline, leveraging support from Marketing, IAE’s, Partners, and channels.
  • Manage and anticipate renewal needs for a portfolio of accounts, ensuring seamless renewal processes and high customer satisfaction.
  • Implement and utilize data-driven strategies and customer health scoring for renewal approaches.
  • Map personalized customer journeys, enhancing experiences during renewals, and strategize upsell and cross-sell opportunities.
  • Advocate customer-centric innovations and integrate customer feedback into product development.
  • Work in a matrix environment with Sales Operations, Legal, Contract Administration, Sales and Finance to secure the right outcome for customers who are renewing and expanding their consumption of Avenu products and services.
  • Enable customers with training and updates on new features and enhancements.
  • Ensure legal and compliance adherence in all renewal strategies and contract negotiations.
  • Collaborate with Marketing and Sales Development Representatives (SDRs) to maintain account vitality.
  • Maintain CRM system with accurate customer and pipeline information, and enthusiastically support all Avenu promotions and events in the territory.
  • Perform other activities as assigned.

  Education and Experience:

  • Bachelor’s degree equivalent.
  • Proven work experience (3+ Years) as a Renewal Manager, Customer Success Manager, Account Manager, Key Account Manager, or relevant role related to renewals of primarily to public sector, state and local government account.
  • Experience in sales operations and or contract negotiation a plus.
  • Proven track record in business application software and service sales across industries
  • Demonstrated success with large transactions and lengthy sales campaigns in a fast-paced, consultative, and competitive market.

  Work Environment:

  The noise level in the work environment is usually moderate as the employee works in an office setting, at an individual workstation, using telephone and computer.

  Physical Demands:

  • Must be able to remain in a stationary position for most of the day.
  • Constantly operates a computer and other office productivity machinery, such as a printer/copy machine.
  • This position needs to occasionally move about inside the office.
  • The person in this position frequently communicates via telephone and Microsoft Teams.

  Avenu Summary:

  Avenu provides local governments with ways to achieve more predictable revenue that supports growth, fuels modernization and ensures compliance with mandated but underfunded programs. Avenu’s revenue enhancement and administrative solutions find and recover license, permit and other taxes that cities and counties struggle to collect. The insights and improved fiscal posture enables governments to deliver expected services and sustain a high quality of life for residents.

  Avenu is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.

• About the company

  Strengthening government operations and fostering community trust.

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