Customer Retention Specialist

Job Summary

A company is looking for a Customer Advocacy & Retention Specialist.

Key Responsibilities

• Engage with customers at risk of cancellation and work to diagnose and address their concerns
• Serve as the primary representative in the customer community, answering questions and maintaining a positive environment
• Manage public reviews and reputation by responding to feedback with empathy and professionalism

Required Qualifications

• Exceptional written communication skills with a professional and empathetic tone
• Strong emotional intelligence and ability to de-escalate tense situations
• Fluency in understanding and explaining SaaS product functionality
• Experience in consultative conversations to uncover customer dissatisfaction
• Comfortable navigating difficult discussions regarding cancellations or policies