Ministry Brands is looking for a Client Retention Specialist to join our growing team!
Who we are
Ministry Brands is a leading provider of SaaS operational management systems, payments platforms, digital engagement tools and background screening solutions for faith-based, non-profit and for-profit organizations. We serve more than 95,000 customers as a trusted partner in digital transformation and enablement – advancing missions, driving efficiencies, and building engaged communities for more than four decades. The diverse and real-world experiences of our team members serving their communities makes us stronger together and enhances our ability to advance digital transformation for the greater good.
Ministry Brands is committed to acknowledging and valuing our employee differences and to creating an environment in which every individual’s unique strengths and abilities are developed and valued. Our employees share in the responsibility for creating this environment and demonstrate mutual respect and acceptance in the workplace. We welcome everyone and are dedicated to creating a culture where all our employees have equal opportunity to be heard and reach their full potential.
Available Location: Alpharetta, GA
Hybrid Working: In this role, you will split your time between working at the designated company office in Alpharetta, GA for a minimum of 3 days per week and will work remotely from your home address up to 2 days per week. Any changes to these work locations must follow the appropriate process as outlined in our handbook.
What You'll Do:
As the Client Retention Specialist, you will develop and implement strategies to increase customer loyalty and retention. This requires a proactive approach to identifying customer needs and addressing potential issues before they result in customer churn. You will work closely with various departments to ensure a seamless customer experience and foster long-term relationships. If offboarding occurs, this role is responsible for handling the departure of existing clients.
Key Responsibilities:
Review client product/service portfolio and value/volume
Identify and resolve client’s issues promptly and effectively, escalating complex issues to appropriate department or manager when necessary
Reviewing any existing contracts, agreements, or outstanding obligations to ensure that both parties are aware of their responsibilities and commitments
Develop and implement client retention strategies and programs to increase client loyalty and reduce churn
Collaborating with the client to plan and execute a smooth transition
Closing out any accounts, subscriptions, or services related to the client's relationship with the business
This could involve finalizing billing, canceling subscriptions, or deactivating access to specific platforms or services
Maintain detailed and up-to-date client records in CRM systems
Track and report on client retention rates, engagement levels, and other key performance indicators (KPIs)
Soliciting feedback from the client about their experience with the business, services, or products; understanding the reasons behind the termination of the relationship can provide valuable insights for improving future relationships or services
Properly documenting the offboarding process, including any agreements reached, communications exchanged, and final settlements
Collaboration with Billing to confirm account closure
Who You Are:
Passionate about addressing challenges and enthusiastic about helping purpose driven organizations
Bachelor’s degree in Business Administration, Communications, or a related field, or an equivalent combination of education and experience
2+ years of experience in client relations, customer service, account management, or related fields
Has the desire to talk with clients
Excellent verbal and written communication, organization and follow up skills
Strong problem-solving and conflict resolution abilities
Ability to work independently and handle multiple priorities and deadlines simultaneously
Ability to learn and understand basic office software applications
Proficient in Office 365 – Microsoft Word, Excel, Outlook, etc.
Excellent relationship building skills and ability to work both individually and as a member of a team are necessary
Ability to work effectively withing a fast-paced, deadline-driven environment
Physical Considerations:
Ability to work in a general office environment
Ability to handle extended periods of computer-based work, including telephone
Ability to work flexible and long hours, as needed, including outside regular business hours and days
Travel Considerations:
Domestic and/or international travel required, estimated up to 5%
Benefit offerings designed to promote a life of balance!
At Ministry Brands, we recognize that your career is just one important piece of your dynamic life. We offer a robust range of benefit offerings designed to cultivate a lifestyle of balance and personal success.
Robust healthcare options – Options include a plan that is 100% covered by Ministry Brands for employee only coverage as well as a generous HSA contribution by the company. Employees have several healthcare options to choose from in order to find what works best for them.
Flexible paid time off – There is no perfect, one size fits all balance between work and home. We provide flexible work schedules, PTO for vacation, and up to 80 hours of paid sick/safe leave. We also feature 11.5 days of fully paid holidays!
Paid parental leave – Adding a new child to the family is a big adjustment! We provide the time and income to allow parents to adjust to their new normal in the healthiest way possible.
Mental health support – Ministry Brands is a stigma free company with the National Alliance on Mental Illness. Associates are supported through an Employee Assistance Program which provides access to in-person or virtual counseling at no cost.
Professional development reimbursement – Ministry Brands aims to support your professional development and empower you to drive your career by providing financial assistance to our associates seeking to further their education and career.
Employee Recognition & Rewards - At Ministry Brands, we use Nectar to celebrate achievements and strengthen our culture of recognition. This social platform empowers employees to send meaningful kudos, award points redeemable for rewards, and highlight contributions that exemplify our values. Through Nectar, we foster engagement and appreciation while providing tangible ways to recognize great work.
Ministry Brands is proud to be an Equal Employment Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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