Retention Specialist

Retention Specialist


The retention specialistwill support the Customer Management team to resolve complex billing andother customer issues and provide tracking / reporting on retentioninitiatives.


  • Use a consultative and on-going account service approach to partner with customer service managers to resolve complex billing and other customer retention issues.
  • Maintain product knowledge including pricing, discount schedules and special offers
  • Assist in retention programs and projects as needed by manager.
  • Responsible for weekly and monthly tracking/reporting on retention programs and activities.
  • Provide research and analysis support using business systems to support retention programs.


  • Works with Client ServiceManagers (CSM) to resolve billing issues and enable a better customerexperience from our complex billing system – which should result in improveretention; the role also impacts our ability to collect cash/ payments fromlarger customers in a timely manner.
  • Non customer facing rolesupporting CSMs that work w/ customers across the country. The role willwork with Field and Middle market CSM teams which support approximately 13,000customers.
  • Individual contributor


  • Uses consultative, customer service approach to partner with CSMs to resolve complex billing and other issues.
  • Uses knowledge of various business systems to achieve objectives and support deliverables.
  • Gains experience with business systems such as SFDC, billing and order entry systems (eg Unison), entitlement systems etc.
  • Proficient user in the use of MS office especially Excel to create reports and track retention programs
  • Applies general knowledge of business, developed through education or experience, to make informed judgments.


  • Internal clients
  • Awareness of the overallcustomer experience


  • College degree requiredor equivalent work experience
  • Experience withMicrosoft Office, in particular Excel
  • Must have priorexperience or be comfortable with using multiple business systems such as SFDC,billing and order entry systems, entitlement systems etc
  • Prior experience inretention or customer service organization
  • Experience with workingwith internal customers


  • Must be a team player,self-motivated and extremely persistent.
  • Must have a sense of urgency in working with internal customers
  • Demonstrate aptitude and interest in continuous learning.
  • Managing multiple projects at the same time, excellent time management skills
  • Effective communication skills

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