Retention Specialist

Objectives

• Create and execute tactical retention strategies and initiatives aimed at minimizing client churn and increasing client retention rates.
• Oversee cancel requests, analyze reasons for cancellations, and implement effective retention tactics to address client concerns and retain business.
• Lead efforts to address and resolve customer issues and escalations promptly, collaborating with internal teams to ensure satisfactory outcomes and client satisfaction.
• Meet or exceed retention targets by monitoring retention metrics, identifying trends, and implementing proactive measures to enhance client retention and loyalty.
• Build and maintain strong client relationships, serving as a trusted advisor and point of contact for escalated issues, and proactively engaging with clients to understand their needs and challenges.
• Continuously evaluate and improve retention processes, workflows, and strategies based on industry best practices, client feedback, and performance metrics.
• Effectively present company services to clients and prospects using tools such as PowerPoint or Google Slides, while maintaining a professional presence on camera.

Competencies

• Excellent problem-solving skills and the ability to troubleshoot technical issues efficiently and effectively.
• Exceptional communication skills, with the ability to effectively communicate technical concepts to non-technical stakeholders and provide clear and concise instructions to clients and team members.
• Customer-centric mindset with a passion for delivering outstanding service and exceeding client expectations.
• Proven track record of developing and implementing successful retention strategies, achieving retention targets, and driving customer satisfaction and loyalty.
• Strong analytical skills and experience in data-driven decision-making, with the ability to analyze retention metrics, identify trends, and leverage insights to drive business outcomes.
• Excellent communication, negotiation, and interpersonal skills, with the ability to build rapport with clients and stakeholders at all levels.

Education & Experience

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field. Advanced certifications or relevant experience may be considered in lieu of a degree.
• 5+ years in digital marketing or technology company strongly preferred.
• 5+ years of experience in retention management, customer success, account management, or a related retention role