Customer Retention Specialist

AAPC•Salt Lake City, UT

1d•Hybrid

About The Position

Are you a proclaimed self-starter who takes initiative, works well independently and can prioritize to get things done? As the Retention Lead you will focus on improving our renewal rates and reducing churn, as well as grow customer wallet share through upsell and lead generation.

Requirements

Must be able to begin projects on your own, and be self-accountable for completing responsibilities
Associates degree or equivalent training
Energetic, optimistic, and persistent individual with track record of succeeding in a goal-driven environment
Previous outbound or cold-calling experience
Exceptional prioritization skills
Demonstrated history of delivering fantastic customer service and renewal success
Experience working with Salesforce.com, CallFire, inContact (or similar services)
Computer proficiency and ease in learning new software programs
Excellent phone/email presentation and communication skills
Responds well to feedback and coaching

Responsibilities

Lead the renewal processes across all customer touchpoints and communication channels (phone, email, text)
Assist in managing customer lists, communication schedules, campaigns, and the results of all activities
Deliver fantastic customer service and support across multiple products and services
Leverage the renewal activity to promote and capture upsell opportunities (new products, upgrades, add-ons)
Generate qualified leads for Sales teams
Develop and manage a strong pipeline
Set ambitious goals and deliver on producing results
Work with key stakeholders to improve processes and outcomes