Customer Retention Specialist

Our Customer is a Sunnyvale, California-based software, hardware, and services technology company. They are an industrial technology company transforming the way the world works by delivering solutions that enable their customers to thrive. They support global industries in building & construction, agriculture, geospatial, natural resources and utilities, governments, transportation and others. Core technologies in positioning, modeling, connectivity and data analytics connect the digital and physical worlds to improve productivity, quality, safety, transparency and sustainability.

We are seeking a Customer Retention Specialist on a contract basis to support our Customer’s business needs. The Retention Specialist 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 the company 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 the product. The Retention specialist will gather information from the 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 100% remote.

What You'll Do:

• 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

Must-haves:

• Customer-centric mindset and a growth mindset
• Proficiency in managing relationships with clients to enhance customer satisfaction and loyalty. This includes understanding customer needs, addressing concerns effectively, and maintaining regular communication to foster a positive ongoing relationship
• Ability to analyze customer data, usage patterns, and feedback to identify trends and insights that can inform retention strategies. This includes using data to predict customer behaviors and developing targeted interventions to improve retention rates
• Expertise in identifying and resolving issues that may lead to customer dissatisfaction. This includes troubleshooting technical problems related to the software, as well as resolving broader service or billing issues that might impact customer retention
• Customer service and customer retention experience
• Excellent active listening skills and empathy to understand the customer's point of view
• Strong problem-solving and analytical skills with a solution-oriented approach
• Demonstrated ability to diffuse escalations and quickly resolve escalated customer issues
• Knowledge of effective negotiation techniques
• Ability to prioritize work, manage time effectively and work successfully in fast-paced environments
• Strong independent work ethic
• Excellent writing and communication skills with the ability to organize thoughts in a clear concise and organized manner
• Strong interpersonal skills with the ability to collaborate effectively through multiple channels and with various stakeholders and customers from any skill level

Please note: In order to create a safe, productive work environment, our client is requiring all contractors who plan to be onsite to be fully vaccinated according to the CDC guidelines. At the point of offer, contractors will be required to attest their vaccination status.

Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, 401k, FSA, Commuter Benefit Program

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.