Customer Retention Specialist

Remote/Work from Home

Successful sales and marketing company is looking to add to our Client Services Team!

We are a leading consulting company that helps small businesses grow by developing and executing strategic sales and marketing systems. Our expertise is in working with small businesses that have annual sales of $5-$30 million and are in the manufacturing or industrial service industries. We are a dynamic group that leverages these companies' operational and manufacturing capabilities by producing valuable marketing and sales results. All of our clients are in the B2B marketplace.

The Customer Retention Specialist will play a crucial role in managing and improving customer relationships, ensuring customer satisfaction, and reducing turnover. You will work closely with various teams to implement successful retention strategies. Your primary focus will be on understanding customer needs, addressing concerns, and proactively identifying opportunities to meet customer expectations.

This is a telecommute/remote position. This position starts off on a part-time basis but will move into a full-time position within 2-6 weeks. You will be paid weekly/biweekly via an online platform with all fees absorbed by us. This is a long-term position that pays $75,000 - $100,000 per year paid on an hourly basis.

Key Responsibilities:

• : Develop and implement customer retention strategies to reduce turnover and enhance customer satisfaction.
• : Engage with customers who have expressed dissatisfaction or are at risk of leaving, identifying their concerns and resolving issues effectively.
• : Track customer feedback, analyze turnover data, and identify patterns to recommend actionable improvements.
• : Collaborate with cross-functional teams (Sales, Marketing, etc.) to relay customer feedback and insights that drive improvements and service enhancements.
• : Identify opportunities for improving customer experience, recommend and implement changes based on customer feedback and data analysis.

Additional Responsibilities:

• Collaborate with the Client Intake Manager during the intake stage to understand customer requirements and provide specific ideas and options to set realistic customer expectations
• Collaborate with Business Development Manager, Marketing Manager, Learning & Development Manager and Lead Development Manager on individual department action plans to ensure all plans are strategically aligned to meet expectations on the initial 12-18 Month Sales and Marketing Plan
• Define strategy direction on allocating resources to pursue and develop the customer goals
• Interact with customer to build relationships with them and obtain a clear understanding of their sales knowledge and expectations, then provide coaching and advice to help them assist us in our sales efforts, all while ensuring their needs are being met
• Attend sales assistance calls, client transition meetings, lead strategy meetings, and other critical meetings involving our process and approach from the sales and marketing perspective to collaborate with the BDS, Lead Development, Marketing and Learning and Development Managers
• Establish regular meeting rhythms with Business Development, Marketing, Lead Development and Learning and Development to oversee the progress and overall customer health strategies
• Schedule ongoing meetings with customers on a 1:1 basis to conduct temperature checks and obtain scores on the overall success rate from the customer’s perspective and revise solutions/strategies as needed
• Provide guidance and advice to department managers while formulating agreements on changes proposed
• Develop and oversee the implementation of the customer retention process
• Develop and maintain records and documentation of customer interactions for training purposes in conjunction with Learning and Development Manager
• Conduct comprehensive market research and analysis to understand the business environment and industry trends
• Set clear objectives and key performance indicators for business strategies
• Identify opportunities for customer business growth and develop strategies for capitalizing on these opportunities
• Develop risk management strategies to mitigate potential pitfalls in go-to-market sales strategies

Qualifications:

• 10 years of experience in strategic and enterprise selling
• 15 years of experience in customer-facing roles
• 15 years of experience interfacing and managing multiple accounts with the highest level of professionalism and customer service focus
• 20 years of industrial manufacturing executive level experience within multiple industries
• Ability to develop strategic sales and marketing plans
• Excellent communication and interpersonal skills, with the ability to anticipate the needs of customers
• Must demonstrate strong critical and analytical thinking skills and be able provide sound advice to department managers and guide them to achieve the best outcomes
• Superior organizational, leadership and time management skills
• Advanced background in technology usage with deeper knowledge of customer service programs, databases, and the ability to le0arn new software quickly
• Proven experience as a Business Strategist or a similar role in the manufacturing industry
• Proficient knowledge of business operations, financial analysis and strategic planning
• Ability to make decisions under pressure
• P&L and project management experience
• Six Sigma certifications preferred but not required
• BSc/BA in Business Administration, Business Strategy or a related field, preferred; MSc/MA/MBA is a plus

Expectations:

• Assist the organization to obtain greater results faster for our customers
• You will be expected to create monthly and quarterly departmental reports to determine whether KPIs are being met and where there is room for improvement
• You must embrace our company’s 8 Core Values and Purpose Statement at all times
• You will be required to record all phone calls with customer
• You will be required to prepare and present progress reports and business proposals to Client Services Department Manager
• You will participate in team calls to share your progress reports and action items
• You will be involved in learning and development opportunities tailored to your role
• You will report directly to the to the Client Services Department Manager
• You will be required to conduct periodic on-site customer visits and maintain a continual meeting rhythm

If you feel you meet the qualifications listed above for the Inside Sales Representative, please respond with your resume and a cover letter explaining why you are the ideal candidate for this position.

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Job Type: Remote, Part time, Full time

Salary: $75,000 - $100,000 per year paid on an hourly basis

Benefits: Dental insurance, Health insurance, Vision Plan, Life Insurance, Short-term Disability, Long-term Disability, Employee Assistance Programs, Accident Insurance and Critical Insurance

Job Types: Full-time, Part-time

Pay: $75,000.00 - $100,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Vision insurance
• Work from home

Schedule:

• Monday to Friday

Experience:

• enterprise level, strategic selling: 10 years (Preferred)
• executive level industrial manufacturing: 10 years (Preferred)
• project management: 5 years (Preferred)
• customer account management: 10 years (Preferred)

Location:

• Florida (Required)

Work Location: Remote

Salary : $5 - $30