Customer Retention Specialist

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Role Overview:

As Customer Retention Representative at Automation Anywhere you will be responsible for managing and driving the renewal process for our existing customer base. Your role will involve maintaining strong relationships with key stakeholders, ensuring high renewal rates and identifying opportunities for upselling and cross-selling. You will work closely with the Sales, Customer Success and Account Management teams to deliver exceptional service and support to valued customers in Brasil.

Required (Must be Fluent): Spanish, English (Portuguese is a plus)

Location: This role is located in Columbia.

Responsibilities:

• Customer Support and Communication: Provide support to end users, partners, and distributors regarding contract renewals.

  • Build and maintain strong relationships with customers, partners and distributors to ensure high renewal rates.

  • Stay updated on product knowledge and industry trends to educate and provide accurate information to customers about product updates, new features, and benefits of renewing.
     

• Maintain/Upgrade Services: Aim to maintain or upgrade existing customers’ products and services.

  • Use strong problem-solving skills to address customer issues and provide effective solutions.
     

• Renewal Management: Manage the renewal process and sales cycle, ensuring timely and accurate renewals.

  • Prepare and send renewal quotes and follow up with customers to secure renewals.

  • Maintain accurate records of customer interactions and renewal status in the CRM system.

  • Generate and analyze reports on renewal rates, customer feedback, and other key metrics.

  • Provide regular updates to management on renewal performance and customer satisfaction.
     

• Sales and Customer Success Collaboration: Work closely with the sales and CSM teams to identify opportunities for upselling and cross-selling.

  • Work closely with sales teams to identify upsell and cross-sell opportunities.

  • Support sales initiatives and contribute to revenue growth.