Customer Retentions Specialist

Job Description

Customer Retentions SpecialistLocation - LeicesterFull-TimeSalary - £27,000 - £30,000 + 20% OTEWe have a very exciting opportunity to come and work in our Customer Success team based in our Head Office in Syston, Leicester. Commercial Retentions Specialist will be part of the Customer Success Commercial & Retentions Team, sharing the collective responsibilityof growing our revenue contribution in line with the UK&I revenue targets as well as increasing retention for small to medium-sized businesses.You will have the ability to have strategic conversations and commercial negotiations with SME customers, understanding what success means to them with an aim to ensure all suitable products and services are adopted and valued by customers and their contractsrenewed. Be accountable for the CS&S Commercial & Retentions team delivering its financial contribution commitments. Have a deep understanding of your numbers, and use data to inform the decisions you make to inform and influence our stakeholders Drive a reduction in attrition by increasing customer retention through commercial negotiation, product upsell and contract extension Take ownership of delivering success to our portfolio of medium-sized and SME customers by being proactive you will help our customers get the most value from their relationship with us through understanding and adopting new products and services as wellas providing insights to encourage them to meet their goals To be able to track and meet individual and team retention targets whilst maintaining high customer standards and balancing workloads. Work closely with our customers key stakeholders to understand what success means to them and how our products and services underpin that success. Build success plans that mirror our customers goals and drive, measure and review progress Build relationships with a number of stakeholders within the team portfolio to aid in delivering our goals of growing revenue, retaining customers and creating advocates Maintain a cadence of communication and regular reviews with customers discussing trends, sentiment and success factors as well as identifying opportunities for product and service expansionMake memories and create great customer experiences every timeyou meet or speak with our customers, and always think about how we can make the customer experience even better Partner with different groups in our organisation; sales, marketing, product and support to drive targeted, data-led sales and marketing campaigns, customer experience activities and feed back into our product and service teams About You Proven experience in retentions and commercial negotiations, renewals, telesales, account management Good verbal and written communication over the phone - the ability to listen, understand, influence and inspire A positive and energetic, accountable and passionate individual that goes the extra mile for our customers and makes sure they have a great experience overall The ability to adapt fast to a changing workload and when things dont go quite to plan, and take responsibility for your own success Good commercial acumen with the ability to handle commercial negotiations with medium-sized and SME customers To be able to effectively handle objections relating to account closures and attrition risks Experience of engaging with and developing positive and productive relationships with stakeholders in our medium-size and SME customers and a track record of managing commercial and/or technical escalations to successful outcomes To be able to manage expectations for queries that are resolved outside of the team The ability to use data to identify and quantify retention risks and take timely, positive actions to mitigate those risks and secure those customers Ability to work in a fast-paced, multi-tasking team and manage multiple workloads

Keyskills :
ComplaintsCustomer ServiceGeneral AdministrationSalesResolutions