Customer Retention Specialist

Cynet Systems•Westminster, CO

1d•Hybrid

About The Position

The Customer Retention Specialist will be responsible for understanding and addressing reasons for potential discontinuation of services, taking ownership of customer issues, and resolving customer needs independently and effectively. This role involves direct negotiation with customers to overcome adoption barriers and develop plans to resolve pain points. The specialist will maintain detailed records of customer interactions and activities in Salesforce, analyze data to identify trends and opportunities for improving retention and reducing churn, and collaborate closely with Sales and Support Teams to handle escalations and enhance the customer experience. Additionally, the role requires identifying, creating, and delivering content to support customer adoption and engagement needs, and demonstrating the ability to rapidly learn and efficiently navigate multiple business systems.

Requirements

Strong customer-centric and growth mindset.
Experience in customer service and retention.
Excellent active listening and empathy to understand customer perspectives.
Strong analytical skills and a solution-oriented approach.
Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes to build strong customer relationships.
Ability to prioritize tasks and manage time effectively in a fast-paced environment.
Strong verbal and written communication skills, with the ability to convey thoughts clearly and concisely.
Strong ability to collaborate with stakeholders and customers at various skill levels.
Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.
Associate's degree or equivalent.
5+ years of practical experience in customer service and retention.
Proficiency in using Salesforce for documenting and managing customer interactions.
Excellent communication and presentation skills.
Must be located within 1 hour from the Westminster office.
Must report to the office at least 4 days a week.

Nice To Haves

Excellent communication and presentation skills.
Sales experience.
Written communication.
Salesforce.
Negotiation.
Data analysis.
Issue resolution.

Responsibilities

Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
Resolve customer needs independently and effectively.
Communicate with customers, internal teams, and senior management to deliver exceptional service.
Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
Maintain detailed records of customer interactions and activities in Salesforce.
Analyze data to identify trends and opportunities for improving retention and reducing churn.
Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
Identify, create, and deliver content to support customer adoption and engagement needs.
Demonstrated ability to rapidly learn and efficiently navigate multiple business systems, ensuring seamless task completion and operational effectiveness.