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The Retention specialist role responsible for maintaining existing client relationships and increasing revenue within the existing customer base. You will be the primary commercial contact for the company and are expected to retain their business and build a strong business relationship. The Retention specialist is responsible for creating and maximising both retention, cross sell and upsell opportunities with existing clients and constantly driving sales efforts to achieve set sales targets.
DUTIES & RESPONSIBLITIES | Key Duties & Deliverables of the Role
• Manage the customer account portfolio to process the annual and/ or monthly renewals
• Generate and communicate the entire renewal process from quote to invoice request
• Liaise with the Customer success team to ensure client satisfaction and engagement
• Generate and cultivate opportunities among client accounts, including upselling and cross selling
• Manages sales process for Up sells and Cross sells
• Diarise client meetings for executive committee
• Operates as the point of contact for customer accounts
• Develops and maintains long-term relationships with customer accounts
• Makes sure clients receive requested products and services in a timely fashion
• Communicates client needs and demands to the Customer success team
• Forecasts and tracks client account metrics
• Manage projects within client relationships, working to carry out client goals while meeting company goals
• Identifies opportunities to grow business with existing clients
• Coordinate with staff members working on the same account to ensure consistent service
• Collaborates with sales team to reach prospective clients
• Service multiple clients concurrently, often meeting deadlines
• Keep records of client transaction
EXPERIENCE | Desired Qualifications & Experience
• A bachelor’s degree
• 3 years of proven success in in a sales or account management role
• Customer service experience
• SaaS sales experience an advantage
• Knowledge of B-BBEE legislation an advantage
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