Retention Account Specialist

At NAVEX, we're making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That's a serious impact.

As a Retention Account Specialist for NAVEX, you will support our outstanding sales team by responding to questions and inquiries from our internal staff as well as our customers. You will work closely with our Legal, Finance, Customer Support, Customer Success, Account Manager, and Account Executive teams to determine the best options for our customers and to assure customer satisfaction.

At NAVEX, you will work in a hybrid role and thrive alongside an engaged and collaborative team invested in supporting your success!

What you'll get:

• Career growth. With market-leading training and an unwavering commitment to owning your career plan, you can grow your career to new heights.
• Real rewards. We offer competitive and transparent pay practices, top-of-the-range wellbeing programmes, and brilliant opt-in benefits. Because we believe companies should offer more than just a salary.
• Meaningful purpose. Our products and solutions have real-life impact on people and organisations across the globe. Our innovations make a difference.
• Life flexibility. We want you to bring your best self to work every day. We understand that you can only do that with quality time to care for yourself, your loved ones and your community.
• An inspiring culture. Find yourself surrounded by leaders that care, invested teammates, and like-minded groups where you'll feel at home.
• Industry leadership. Play your part in a fast-growing organisation known for excellence, profitability, and stability.

• Learn and develop an understanding of NAVEX products and services
• Respond to inquiries and calls from Finance, Account Managers, Sales and customers regarding contract renewals and pricing
• Review and negotiate termed and/or mutual consent software agreements to renew services to drive long term customer relationships
• Process the removal and/or reduction of services for customers, managing the credit process to completion
• Develop innovative ways to retain escalated customers
• Capture customer activity and other key information within Salesforce daily
• Provide backup coverage for other Retention Account Managers as needed
• Assist with special projects and other responsibilities related to customer retention as assigned

• 6+ months of account management experience
• The ability to communicate professionally with customers and acquire strong negotiation skills
• Keen interest in sales operations and communication
• Ability to work under pressure and manage tight deadlines, responding to inquiries in a timely manner
• Excellent organisational skills, problem-solving skills and attention to detail
• Flexibility to work independently and within a team environment
• Proven track record of delivering outstanding customer service, exercising a high degree of good judgment to ensure the customer's needs are met and their expectations are surpassed
• Experience modelling a high standard of commitment to an organisation and intellectual curiosity
• Ability to drive results through your job competencies of collaboration, customer loyalty and effective communication while leveraging NAVEX's core values

• We believe everyone deserves to see their path forward and the steps to achieve their career and financial goals.
• Every team member is required to have a career plan in place, to be reviewed with their manager after six months on our team.
• The starting pay range for this role is 30,000 GBP, plus 8,000 GBP annual variable pay based on individual achievement factors and is not guaranteed.
• Pay progression based on your performance.