Retention Account Manager

Roles and Responsibilities

1. Customer Retention and Relationship Management:
- Develop and maintain strong relationships with assigned clients, serving as their primary point of contact.
- Conduct regular check-ins and account reviews to ensure customer satisfaction and loyalty.
- Address client concerns promptly and work with internal teams to resolve issues effectively.
- Identify at-risk accounts and implement retention strategies to minimize churn.
2. Renewals and Upselling:
- Proactively manage contract renewals, ensuring timely communication and negotiation with clients.
- Identify opportunities to upsell or cross-sell additional products/services to enhance customer value.
- Collaborate with the sales team to develop tailored proposals for client expansion opportunities.
3. Data Analysis and Reporting:
- Monitor customer accounts and usage patterns to identify potential risks or areas for improvement.
- Maintain detailed records of customer interactions, feedback, and retention activities in CRM systems.
- Provide regular reports and updates on retention metrics, trends, and performance to leadership.
4. Cross-Functional Collaboration:
- Work closely with the customer support, sales, and product teams to address client needs and enhance the overall customer experience.
- Communicate client feedback to relevant departments to support continuous improvement initiatives.
5. Customer Success and Advocacy:
- Act as a trusted advisor to clients, helping them maximize the value of their investment in the company’s products/services.
- Identify and cultivate client advocates to participate in testimonials, case studies, and referrals.

Job Description

The Retention Account Manager is responsible for maintaining and strengthening relationships with existing clients to reduce churn and improve customer retention. This role focuses on understanding client needs, resolving issues, identifying upsell or cross-sell opportunities, and ensuring a high level of customer satisfaction and loyalty.

Qualifications

Bachelor’s degree in Business Administration, Marketing, Communications, or a related field.
- Fluent in English, both spoken and written (additional languages are a plus).
- Proven track record of achieving retention and upselling targets.
- Strong communication, negotiation, and conflict-resolution skills.
- Proficient in CRM software and Microsoft Office Suite.
- Excellent time management and organizational skills.
- Experience working with international clients is preferred.
- Analytical mindset with the ability to interpret data and provide actionable insights.
- Team player with a customer-focused and proactive approach