- Assist with reactivating/retaining customers - email and phone outreach to customers who have churned or are at risk of churning, assess root cause of risk, identify ways to regain their business, create quotes, drive deals to close through proactive sales approach and consistent emails/phone calls.
- Perform detailed discovery that helps to uncover the primary pain points a customer is experiencing, and suggest solutions to retaining customers' business
- Engage with customers after a primary contact has left in order to help PDQ identify a new product champion
- Ad hoc retention and churn mitigation projects as we craft new strategies for our customers
- Maintain accurate and up-to-date records in Salesforce - pipeline hygiene is key
- Ownership: You take responsibility for projects, drive results, and deliver on commitments
- Honesty: You demonstrate integrity, transparency, and ethical behavior in all interactions
- Collaboration: You work effectively with cross-functional teams and foster a culture of teamwork
- Improvement: You continuously seek opportunities for growth, innovation, and personal development
- Detail-oriented, highly organized and a good team player
- Independent, motivated, and solution-driven mentality to all activities
- Self-starter who can be given a goal and own it fully, provide proactive updates, and take ownership of securing revenue for PDQ
- Excellent interpersonal skillset, particularly with the ability to build authentic business relationships
- Ability to proactively problem-solve as customer liaison across technical and commercial obstacles
- Strong attention to detail and goal-oriented
- Bachelor's Degree or an acceptable level of industry achievement (self-learners are welcomed)
- 2+ years of previous experience in customer retention or customer service focused role (Sales Development Representatives or other SaaS sales experience highly preferred)
- Comfort being on the phone with customers and are naturally curious
- Familiarity with Salesforce or similar CRM
- Slack
- Stripe
- Microsoft Office
- Salesforce
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Retention Specialist - Salt Lake City, United States - PDQ
Description
As a Retention Specialist, you will establish a relationship of trust with PDQ customers (specifically, System Administrators and other IT professionals) in an effort to identify what issues they are facing in their unique environments, how our products can be improved, and how we can retain their business.
How you'll spend your day:
Who you are:
We're looking for people who have:
Tools we use:
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