Client Retention & Resolution Specialist - Remote

Overview

An overview paragraph about the job

In Short

• Implement strategies to proactively retain customers who express a desire to exit their contracts early or have missed renewal deadlines.
• Identify at-risk customers and reach out to increase product adoption and retention.
• Develop initiatives to prevent contract cancellations and foster customer loyalty.
• Address customer concerns related to contract terminations and renewals, with a focus on problem-solving and conflict resolution.
• Manage escalated customer complaints and turn negative experiences into positive outcomes.
• Establish clear and empathetic communication channels with customers.
• Actively listen to customer concerns and provide timely, thoughtful responses.
• Understand the root causes of customer dissatisfaction and negotiate solutions that align with both the customer’s needs and the company’s goals.
• Present alternatives that encourage customers to continue using the product or service.
• Act as the voice of the customer within the company, ensuring feedback and concerns are communicated to relevant teams.

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 2+ years of experience in account management, customer success, or a similar role with a focus on customer retention and issue resolution.
• Proven experience in conflict resolution and customer negotiations.
• Excellent communication and interpersonal skills, with an ability to build rapport and establish trust.
• Strong problem-solving abilities and a proactive approach to managing customer relationships.
• Experience working cross-functionally with teams like sales, support, and product to address customer concerns.
• Proficient in CRM tools.

Benefits

• A clear career path with opportunities for growth and upward mobility.
• Hybrid work environment (2-3 days in the office, the rest remotely).
• Comprehensive compensation package (base salary + commission).
• Stock options and employee perks.
• Medical, Dental, Vision & Disability Insurance.
• Generous PTO & Company holidays.
• Diverse and international team.
• An entrepreneurial environment that fosters growth and innovation.