Business Development Representative & Customer Retention Representative

• Work directly with library customers via telephone, Teams/Zoom, and email to understand their needs, describe products and services, and identify opportunities for retention, expansion, or new sales.
• Proactively contact existing customers to support retention efforts, 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 (e.g., LinkedIn).
• Re-engage inactive customers by identifying their 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 a seamless customer experience and appropriate follow-through.
• Ensure customer information, activity notes, opportunity details, and transaction-related updates are accurate and current in HubSpot and NetSuite.
• 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 HubSpot and NetSuite.
• 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.
• Continuously 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.
• Perform other duties as assigned.

/ 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.

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

Skills

• Strong communication and interpersonal skills; excellent verbal communication, spelling, and grammar.
• Good operational computing skills, including Microsoft Office, Microsoft Windows, and internet browsers.
• 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 identifying customer needs, potential risks, expansion opportunities, and appropriate next steps.
• Comfortable qualifying opportunities and coordinating handoffs to Account Managers and Account Executives.
• Strong follow-through and relationship-building skills with current customers and prospects.
• Ability to quickly learn new technology applications, company products, and the library industry.

• Salary Range: $38,000 - $42,000 + Commission Structure