F - Customer Retention Specialist
At a glance
Mid-level Retention Marketing role at FoodChain ID Group. Remote · full-time.
Pay not stated Retention Marketing salary
growthroles summary, based on the employer's posting.
What you'll do
- Run renewals for unmanaged accounts, from preparing contracts through client communication and completion
- Survey customers and check usage figures, reaching out when activity is low to understand issues and offer help
- Arrange training to help customers get more from the products they already use
- Give account managers usage, contract and user-count research for renewals on managed accounts
- Track renewal progress and client conversations in Salesforce, checking documents for current terms and pricing
What you bring
- You have worked in customer retention or sales support
- You communicate clearly, stay organized and can handle several renewals at once
- You work independently and keep renewal records and documents accurate
Who this fits
This role suits someone focused on renewals and retention, particularly for unmanaged accounts, without needing prior account management experience. It is remote and involves direct client communication, with escalation to the Customer Success Director when renewal issues need attention.
From the employer
Customer Retention Specialist
Company Overview:
At FoodChain ID, we are driven by our vision to make it easier to keep the food supply chain safe and transparent. As a global leader in food safety, compliance, and product innovation solutions, we support more than 30,000 companies across more than 100 countries with a comprehensive software platform that enables leading food manufacturers and retailers to manage compliance, risk, and efficiently access new markets and consumers as the New Food Economy continues to evolve.
Position Overview: The Customer Retention Specialist will focus exclusively on customer retention, particularly for unmanaged accounts. This role involves managing the renewal process, communicating directly with clients, and ensuring timely and accurate renewals. The specialist will support account managers by researching and gathering necessary information, such as usage data, previous contracts, and user counts, to facilitate the renewal process for managed accounts. Candidates should have experience in retention or sales support but do not require prior account management experience.
Key Responsibilities:
- Manage the renewal process for unmanaged accounts, including drafting, communicating, and finalizing renewal contracts.
- Conduct customer satisfaction surveys to gauge client sentiment and identify areas for improvement.
- Monitor client usage statistics and proactively reach out to clients with low usage to understand challenges and offer support.
- Coordinate additional training sessions to help clients maximize their usage of their current products.
- Collaborate with account managers by providing detailed research and documentation to assist in the renewal process for managed accounts.
- Prepare and send renewal contracts to clients in a timely manner.
- Ensure that all renewal documents are accurate and reflect the most current terms and pricing.
- Maintain detailed records of renewal status and communication with clients in Salesforce.
- Identify and address potential challenges in the renewal process, escalating to the Customer Success Director when necessary.
Qualifications:
- Experience in customer retention or sales support roles.
- Strong communication and organizational skills.
- Ability to work independently and manage multiple renewals simultaneously.
- Attention to detail and a focus on accuracy in documentation and communication.
- Familiarity with CRM software and contract management tools is a plus.
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