Business Development Representative & Customer Retention Representative

The Business Development & Customer Retention Representative serves as a bridge between business development, customer success, and account management. The ideal candidate enjoys building relationships with existing and prospective customers, identifying customer needs, supporting retention initiatives, and uncovering growth opportunities.

Based in Minnesota, United States, this role supports customer retention while driving business growth within libraries, including public, private, K-12, and academic institutions. The representative proactively engages existing customers to identify retention risks, increase product adoption, uncover expansion opportunities, and re-engage inactive accounts. The role also cultivates qualified opportunities from current customers and prospective customers, generating leads and meetings for Account Managers and Account Executives to pursue.

ESSENTIAL DUTIES & RESPONSIBILITIES

• To perform this job successfully, the Business Development & Customer Retention Representative must perform the following tasks:
• Work directly with library customers via telephone, Teams/Zoom, and email to understand customer needs, describe products and services, and identify retention, expansion, or new selling opportunities.
• Proactively contact existing customers to support retention, identify satisfaction concerns, uncover renewal or expansion opportunities, and strengthen ongoing customer relationships.
• Cultivate leads from the existing customer base and non-customers, then qualify and route appropriate opportunities to Account Managers and Account Executives for follow-up.
• Execute structured sales, retention, and marketing calling campaigns across new, existing, inactive, and target accounts through phone, email, and social selling such as Linked In.
• Re-engage inactive customers by identifying current needs, confirming account status, and coordinating next steps with the appropriate Account Manager.
• Partner with Account Managers, Account Executives, Customer Success, Marketing, and other internal teams to ensure seamless customer experience and appropriate follow-through.
• Ensure customer information, activity notes, opportunity details, and transaction-related updates are accurate and current in Hub Spot and Net Suite.
• Immediately respond to customer emails and phone calls and facilitate meeting coordination between customers, Account Managers, Account Executives, and internal teams.
• Meet or exceed department metrics and goals related to outreach activity, lead generation, retention support, opportunity creation, and customer engagement.
• Execute a strategic, efficient, high-touch cadence via phone, email, and social media, exceeding defined daily targets.
• Maintain accurate daily records of sales, retention, and customer engagement activity in Hub Spot and Net Suite.
• Partner with additional sales teams to create leads for EM, RFID, AMH, Consumables, and digital solutions.
• Provide performance, activity, lead, and customer engagement reports to the manager as required.
• Continue to gain product and library market knowledge to differentiate yourself and bibliotheca in the eyes of current and prospective library customers.
• Support ongoing duties including setting meetings for Account Managers and Account Executives, conducting introductory presentations, completing customer success calls post-installation, driving attendance to marketing events, and identifying follow-up opportunities.
• Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to be trained and, over time, perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience

• 1+ years of experience in business development, inside sales, customer success, account management support, customer retention, or related customer-facing roles.
• Experience prospecting and engaging customers through phone, email, virtual meetings, and social selling.
• Experience in technology, SaaS, library technology, or related industry preferred; library industry experience is a plus.
• Associate's or Bachelor's Degree in Business, Marketing, Communications, or a related field preferred.

Computer / Technical Skills

• Proficient with Microsoft Office.
• Ability to learn and navigate internal systems such as Net Suite, Hub Spot, and social platforms.
• Ability to maintain accurate customer, lead, opportunity, and engagement records in CRM and related business systems.

REQUIRED SKILLS

• Strong communication and interpersonal skills; excellent verbal communication, spelling, and grammar.
• Ability to work with teammates to ensure a seamless customer experience.
• Confident, self-starter who works well independently with exceptional attention to detail.
• Ability to execute high outbound customer and prospect outreach volume.
• Methodical, organized, accurate, and customer focused.
• Ability to balance customer retention outreach with new lead cultivation.
• Skilled at…