Customer Retention Specialist

The Customer Retention Specialist is responsible for developing internal and external customer relationships that promote retention and loyalty. The role is primarily focused on preventing customer cancellations. The person is responsible for assisting the department supervisor in monitoring customer health, retention, mentoring, and coaching team members with best practices.

Primary Duties & Responsibilities:

• Performs Retention, Training, and Promo responsibilities in order to facilitate customer retention
• Analyze customer feedback and implement retention strategies per the company policy
• Completes account cancellations by researching cases as they arrive, contacting customers in a timely manner, and providing a resolution that supports customer retention.
• Negotiate with customers to continue implementation and analyze disengaged behaviors
• Manage and facilitate customer training directed through Support or Onboarding queues
• Facilitate and assign unhealthy or disengaged customers to Onboarding representatives
• Provides quality customer service, including interacting with customers, answering customer inquiries, and effectively handling or escalating customer complaints.
• Respond to a variety of technical and non-technical inquiries as quickly and accurately as possible.
• Works with strategic customers to establish critical goals, or other key performance indicators, that help guide the customer to a successful implementation. 
• Will be required to assist customers with data imports and/or facilitate communication between the customer and the integrations team.
• Escalates issues to the next level of Customer Success Management when appropriate.
• Assists Supervisor in new employee training
• Respond accurately and efficiently to the Slack channels to assist team members
• Mentoring new employees for the respective team 
• Responsible for individual KPIs and success which supports the overall department goals and strategies
• Assist supervisor in monitoring Fullbay adoption health metrics and works with team members to adjust onboarding paths that maintain satisfactory health scores throughout the onboarding lifecycle.  
• Keep accurate records of customer interactions through Salesforce, Cirrus Insight, Chorus.ai, and other internal software tools.

Minimum Education & Work Experience:

• High School Degree or GED equivalent 
• Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position
• At Least 2-4 years of professional customer success or customer service experience, preferably in a B2B SaaS environment

Key Skills and Qualifications:

• Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.
• Familiarity with CRM systems and practice
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening skills
• Excellent communication (both verbal and written) and presentation skills
• Customer service focussed with the ability to adapt/respond to different types of characters
• Strong troubleshooting, conflict resolution and problem solving ability
• Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.
• Ability to multitask, prioritize, and manage time effectively
• Proficiency with 10-key typing and data entry.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls, lift and/or move up to 25 pounds. 
• Frequently required to reach with hands and arms and talk or hear, to walk. 
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.   
• Noise level in the work environment is usually moderate.