Customer Retention Specialist (Hybrid - Westminster, CO)

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. This role is a hybrid setup (2 days remote and 3 days onsite/week) in Westminster, CO.

The Customer Retention Specialist is responsible for ensuring high levels of customer retention and satisfaction. This role requires proactive engagement with customers to understand and resolve potential blockers to renewal, implementation of strategies to drive loyalty, and collaboration with internal teams to improve adoption and customer experience.

Responsibilities:

• Proactively engage with customers via calls and messages to address potential service discontinuation.
• Own and resolve customer issues, minimizing escalations and ensuring satisfaction.
• Communicate effectively with customers, internal teams, and senior management to deliver excellent service.
• Negotiate directly with customers to overcome adoption barriers and resolve pain points.
• Maintain accurate documentation of all customer interactions and activities in Salesforce.
• Analyze data to identify trends, opportunities, and actions to reduce churn and improve retention.
• Collaborate with Sales and Support teams on escalations and customer experience improvements.
• Identify, create, and deliver content to support customer adoption and engagement.
• Rapidly learn and navigate multiple business systems to complete tasks efficiently.

Skills and Qualifications:

• Associate’s degree or equivalent required.
• 5+ years of customer service and retention experience.
• Spanish fluency required; Portuguese proficiency preferred.
• Strong customer-centric and growth mindset.
• Excellent active listening, empathy, and communication skills (verbal and written).
• Strong negotiation and problem-solving abilities, with a solution-oriented approach.
• Analytical skills to assess customer data and drive retention strategies.
• Time management skills with the ability to prioritize in a fast-paced environment.
• Professionalism, integrity, and the ability to handle sensitive information.
• Proficiency in Salesforce for documenting and managing interactions.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

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