Customer Retention & Loyalty Specialist

Glidewell Dental•Irvine, CA

130d

About The Position

This role focuses on driving customer engagement and retention through strategic initiatives and data analysis. The specialist will monitor customer accounts, identify behaviors and insights, and conduct root cause analysis to pinpoint at-risk customers. They will collaborate with cross-functional teams to optimize operational processes and develop strategies to re-engage customers and mitigate churn. The position involves managing the full customer lifecycle, handling escalated accounts, and ensuring customer needs are met. Additionally, the specialist will manage top accounts, track cases, communicate with stakeholders, and leverage product knowledge to promote adoption and drive revenue through cross-selling and up-selling. The role also includes monitoring customer feedback, market trends, and reporting on performance metrics.

Requirements

High school diploma or equivalent.
Minimum three (3) years of account management, customer retention, customer service, sales, or a related field.
Proven track record of data- driven decision making.
Proven track record of meeting or exceeding retention targets.

Nice To Haves

Bachelor’s degree in business or related field, preferred.
Call Center Experience preferred.

Responsibilities

Assists management with organizational initiatives related to short and long-term growth efforts to drive customer engagement and retention.
Utilizes data insights to monitor new, current, and past customer accounts and identify customer behavior and insights, conducts root cause analysis, missed opportunity reporting, pinpoint lapsed or soon to be lapsed customers.
Partners with cross functional teams to evaluate customer insight data to identify opportunities to optimize operational processes within identified areas or departments to add value and strengthen retention and expansion goals.
Collaborates with management to build a strategy to implement account retention procedures, re-engage customers, and mitigate churn. Analyzes data to determine which strategies are most effective in retaining customers over time.
Drives a customer full lifecycle management approach to retention.
Effectively collaborates with other teams to ensure all customer needs and expectations are met.
Manages accounts for escalated and at-risk customers. Handles technical queries by problem solving with the customer and utilizing company resources.
Manages top accounts for assigned product line.
Tracks incoming cases for assigned accounts and follows up on their progress on the production floor.
Communicates with these accounts and production managers about cases accordingly.
Utilizes product knowledge, develops strategies, and best use cases to retain customers and promote further product adoption.
Cross-sells and up-sells to improve customer retention and drive revenue.
Educates customers on additional solutions that deliver value to solve business needs.
Communicates with dentists/offices and at-risk customers to understand the cause of decrease in sales and establishes relationships to promote continued use of company services.
Monitors customer feedback and satisfaction levels and conducts research on current market trends to identify potential opportunities for growth.
Review and analyze performance metrics, and report findings to key stakeholders.
Stays current and up to date on market trends, competitive landscape, and other relevant information to keep optimizing retention and loyalty programs.