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
Requirements:
Create and execute tactical retention strategies to minimize client churn and increase 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
Job description
Description
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
