Customer Retention Specialist

We are looking for a dynamic retention specialist to help us retain our core customer base. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business.

To be successful as a retention specialist, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist can improve sales by creating lasting bonds with customers.

If hired, you will be joining the founding customer success team at one of Phoenix's fastest-growing tech startups. In this role, you will work to ensure customers start their experience with success. You'll perform walk-throughs, tech support, and metrics to ensure every customer finds value. You'll be working with small and medium-sized companies.

You'll collaborate with the marketing and software teams to help us reach our objectives. You'll provide customer feedback to our internal team to ensure our product roadmap meets and exceeds customers' expectations. Your responsibilities will include using consultative techniques to build relationships with customers, customer service and assistance, assisting in inbound questions, proposal creation, and demonstrating the software.

Retention Specialist Responsibilities:

• Analyzing customer behavior.
• Gathering information about customer complaints.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.
• Establish credibility and relationships with new and prospective customers
• Managing tickets of customer service requests
• Become an expert on hiring needs and pain points
• Report to the CEO of your KPIs weekly and monthly
• Perform online and live demonstrations of the software and services
• Help build the overall culture and brand value by collaborating with our internal team and continuously looking for innovative ways to grow the company.
• Support customers through various communication channels

Retention Specialist Requirements:

• Bachelor's degree in sales, marketing, or related field.
• 2+ years experience in a similar role is preferred
• Excellent customer service skills.
• Strong conflict resolution skills.
• In-depth knowledge of sales and marketing software.
• Ability to remain calm and professional in stressful situations.
• Advanced communication and interpersonal skills.
• Empathy and patience.
• Advanced organizational skills.

This is a fully remote job currenlty.