Purpose

The Retentions Consultant is responsible for engaging with clients to address concerns, resolve issues, and ensure their satisfaction with the company’s products and services. The primary goal is to reduce client churn by providing exceptional service, understanding client needs, and offering tailored solutions to foster loyalty and long-term relationships.

Key Responsibilities

• Client Retention:

  • Proactively contact clients who may be at risk of cancellation.

  • Identify and address concerns to maintain client loyalty.

  • Offer relevant upsell or cross-sell opportunities.

• Client Relationship Management:

  • Build strong relationships through personalized support and regular communication.

  • Provide solutions tailored to client needs while maintaining a professional and empathetic approach.

• Retention Strategies:

  • Implement strategies to improve client satisfaction and reduce cancellations.

  • Provide feedback and insights to improve retention initiatives.

  • Monitor retention activities and track performance goals.

• Data Management & Reporting:

  • Maintain accurate client records in the CRM system.

  • Track key retention metrics and report findings to the Retentions Manager.

• Collaboration:

  • Work closely with sales and client service teams to improve customer experience.

  • Support other departments in addressing client concerns effectively.