Exponential-e
Customer Retention Manager
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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
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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
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