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senior retention specialist - San Francisco, United States - ProSites
Description
Senior Retention SpecialistJob Summary
The Senior Customer Retention Specialist loves to drive results and promote the highest level of client satisfaction by turning a client into a true partner and developing real, authentic relationships.
Client success is a top priority at ProSites and as such, we empower our employees to drive that message home with our clients.
You constantly are looking to identify & cultivate business growth opportunities while ensuring a high level of continuous client satisfaction.
Our clients must be real relationships you value, and you would do anything to maintain a high level of trust with them.
Responsibilities:
Analyze customer feedback and ensure customer retention.
Develop and maintain knowledge of the company's products, services, policies and procedures.
Report accurately on calls inbound and outbound, and call details on CRM (Salesforce).
Develop valuable rapport with clients, provide analysis and suggestions of services they have and what they would benefit from.
Demonstrate outstanding customer service through phone, email and chat support.
Exhibit exceptional organizational skills and maintain up-to-date documentation of all client activities throughout the agency
Have an extremely high level of ownership and responsibility; represent the client internally
Collaborate and offer insight to customer retention campaigns by recognizing triggers based on customer behavior
Other duties as assigned by management
Requirements:
3+ years of customer retention experience at a SaaS company
5+ years of customer service experience in a fast paced, customer focused environment
Proficiency in Microsoft Office (including Word, Excel, PowerPoint, etc.)
Familiarity with CRM, preferably , or similar systems required
Strong time management and project management skills
Comfortable learning, using and discussing very granular elements of website technology and integrations
Benefits:
Excellent benefits package that includes a 401K match, medical, dental, vision and more
Company Events
Generous vacation (3 Weeks) and paid holidays
Amazing and frequent team building events
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