Description

Job Id : 65481

Customer Retention Specialist

Our client is seeking a Customer Retention Specialist to assist their organization. The Retention Specialist for SketchUp is responsible for the retention efforts to increase customer loyalty and retain customers.

In this proactive role, you will use active listening skills to understand customer needs and concerns along with any blockers preventing customers from renewing.

This position will be responsible for handling calls related to customers discontinuing their services with SketchUp and identifying the root cause for dissatisfaction.

The Retention Specialist will work to identify opportunities to win back customers as they go through the customer lifecycle with our product.

The Retention specialist will gather information from our customers and report to stakeholders on customer trends that can improve organizational retention efforts.

Using problem-solving, they will be responsible for developing and suggesting solutions or incentives that will increase customer retention.

This role is fully remote.

Customer Retention Specialist Responsibilities

• Place outbound phone calls to customers to understand renewal blockers and product dissatisfaction
• Take ownership of all customer concerns and proactively follow through to resolution
• Ensure all customer concerns are investigated and resolved with minimal escalation
• Ability to make independent decisions to resolve customers’ needs
• Deliver unparalleled customer service through communication with customers, internal departments and stakeholders, and senior management
• Negotiate directly with customers on existing barriers to adoption and develop plans to resolve outstanding pain points
• Document and case customer interactions and adhere to agreed standards of quality of 85% or above
• Analyze multiple data points to categorize issue drivers, complete trend analysis, and identify changes that will identify opportunities to improve customer retention and churn.
• Work closely with Support to work through customer escalations, close gaps, and improve the customer experience provided.
• Identify content that will fulfill customer adoption needs
• Work in partnership with the Churn Prevention Team on customer retention problem-solving, best practices, and solutions
• Update Salesforce with detailed cases and notes on activities completed

Customer Retention Specialist Qualifications

• Associate’s degree or equivalent, with a minimum of 5 years of practical experience.
• Proficiency in managing client relationships to enhance customer satisfaction and loyalty, encompassing understanding customer needs, effectively addressing concerns, and maintaining regular communication for positive ongoing relationships.
• Ability to analyze customer data, usage patterns, and feedback to identify trends and insights informing retention strategies, including predictive modeling for customer behaviors and targeted interventions to improve retention rates.
• Expertise in identifying and resolving issues leading to customer dissatisfaction, encompassing troubleshooting technical software problems and resolving broader service or billing issues impacting retention.
• Possess a customer-centric and growth mindset.
• Demonstrated experience in customer service and retention.
• Excellent active listening skills and empathy to understand customer perspectives.
• Strong problem-solving and analytical skills with a solution-oriented approach.
• Ability to effectively diffuse escalations and resolve escalated customer issues promptly.
• Knowledge of effective negotiation techniques.
• Strong time management skills, capable of prioritizing tasks and thriving in fast-paced environments.
• Independent work ethic with excellent communication and writing skills, capable of organizing thoughts clearly and concisely.
• Strong interpersonal skills for effective collaboration with stakeholders and customers of varying SketchUp skill levels.

Compensation : $20-$22 / hr. (DOE)

Benefits

Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.