Customer Retention Manager

Job Description

Overall purpose of the job:

• Help maximise sales targets and promote the businesses services to the highest standard
• Using empathy, patience and first-class customer service skills to rebuild relationships and retain customers
• Act as a key point of contact for Customers and Account Managers to assist with quotes and order related queries.
• Increasing Customer Experience, Satisfaction and Loyalty

Key responsibilities for this job:

• Using listening and influencing skills in order to retain customers
• Build rapport with our customers and be willing to go the extra mile in order to secure our customer base.
• Being supportive and attentive to understand customer issues
• Addressing cancellations within the business SLAs
• Provide accurate reporting on retentions for your line manager and directors to review
• Accurately updating client agreements, accounts, paperwork and the CRM system in a timely manner
• Build renewal quotes with detailed notes for a smooth ordering process
• Negotiate with vendors to get the best cost possible
• Hit key targets such as revenue renewed and best possible margins
• Identify high risk customers and work with customer experience to ensure we get them back on track

Knowledge and experience required:

• Excellent telephone manner
• Resilience in managing difficult customer conversations
• Be organised, self-motivated and a team player
• Ability to work under pressure
• Ability to prioritise tasks within company processes
• Commitment to doing the very best for customers
• Professional and clear communicator with the ability to build strong customer relationships
• Technical aptitude
• Must have the desire to provide excellent customer service and the ability to build effective relationships with colleagues