Client Resolution & Retention Specialist

Impact Clients

About The Position

We’re looking for a confident, solutions-oriented professional who can step into high-stakes client situations and turn challenges into positive outcomes. This role sits at the intersection of customer experience, quality assurance, and revenue protection. You’ll work with clients who are at risk of canceling, identify what went wrong (if anything), and lead clear, outcome-focused conversations that restore trust, reset expectations, and drive the best possible resolution for both the client and the business. This is a strategic role for someone who is calm under pressure, emotionally steady, commercially minded, and committed to improving systems—not just handling conversations.

Requirements

Experience in retention, sales, customer success, account management, or dispute resolution
Strong objection handling and negotiation skills
Calm, decisive, and highly organized
Comfortable operating in high-responsibility, high-accountability environments
Compassionate, but grounded in logic and professional boundaries
Able to acknowledge a client’s situation without allowing emotions to override agreed terms or business standards
Comfortable having clear, direct conversations that reset expectations when necessary
Able to make objective decisions based on agreements, policies, and long-term client outcomes
Emotionally resilient and not easily influenced by high-pressure or highly emotional interactions
Success in this role requires the ability to balance empathy with accountability—supporting clients while maintaining fairness, consistency, and integrity in every decision.

Responsibilities

Lead structured resolution calls with clients experiencing dissatisfaction or considering cancellation
Identify underlying concerns, goals, and expectation gaps through direct and empathetic conversation
Rebuild clarity, confidence, and alignment with the program when appropriate
Negotiate and secure the strongest mutually beneficial outcome, with a focus on retention and value preservation
Finalize agreed resolutions live on the call, including documentation and next steps
Review client history, expectations, and submitted concerns prior to each call
Assess the full client journey across marketing, sales, onboarding, and coaching
Identify potential expectation gaps, communication breakdowns, or process issues
Confirm attendance through proactive outreach
Conduct end-to-end case audits to determine where friction occurred
Evaluate alignment across: Sales expectations and positioning Coaching delivery and documentation Communication standards and response times
Submit structured reports outlining: Root cause analysis Recommended client resolution pathways Process improvement opportunities
Identify patterns and trends impacting client satisfaction
Provide actionable feedback to leadership across marketing, sales, and fulfillment
Ensure accurate documentation of outcomes, contracts, and CRM updates