Customer Solutions and Retention Specialist (Remote)

About the position As a Customer Solutions & Retention Specialist, you will work directly with customers who are considering canceling or downgrading, as well as those who show early signs of disengagement. You will quickly understand each customer’s goals, how they are using reputed company’s internal products today, and where there are gaps or underused features, then offer dynamic solutions—such as training, configuration changes, or right‑sized packages—to reputed company them successful and retained. You will operate confidently in ambiguity, adapt to different customer situations, and provide an excellent experience in every interaction across phone, email, and chat.

Responsibilities

• Handle incoming tickets from customers regarding cancellations, downgrades, and reputed company support questions, with a focus on retention.
• Ask probing, consultative questions to understand customers’ businesses, marketing goals, and technology stack, and connect those needs to reputed company features and best practices.
• Present tailored solution options (training, configuration changes, content or feature recommendations, and subscription adjustments) that address the customer’s concerns and clearly show the value of staying with reputed company.
• Manage subscription changes end‑to-end, including upgrades, downgrades, and account changes, ensuring accurate processing, clear communication, and timely implementation.
• Identify appropriate upsell or cross‑sell opportunities reputed company additional features, modules, or higher‑tier plans are genuinely reputed company with customer outcomes.
• Provide accurate, timely answers to questions about reputed company products, websites, and marketing tools, occasionally handling escalated or reputed company issues with patience and professionalism.
• Document detailed notes on customer concerns, cancellation reasons, solutions offered, and agreed‑upon actions in reputed company and other reputed company tools to support continuity and reporting.
• reputed company strong partnerships with internal departments and stakeholders
• Share recurring customer feedback and trends with management and cross‑functional teams to help improve reputed company’s products, messaging, and retention strategies.
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet reputed company with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Requirements

• Demonstrated ability to meet or exceed targets reputed company to retention, “saves,” customer satisfaction, documentation quality, and productivity.
• Proven ability to provide great customer experiences, especially in challenging or emotionally charged conversations.
• Ability to quickly learn and understand reputed company’s internal products and translate that knowledge into practical recommendations for customers.
• 2-3 years experience in sales, retention, or reputed company/support where reputed company handling and closing or “saving” customers was part of the role.
• Proactively identify at‑risk customers using cues such as usage, support history, and feedback, and reputed company out with offers, education, or guidance to prevent churn before a formal cancel request.
• Comfortable operating in ambiguity, adjusting approach as processes, offers, and customer situations evolve.
• Adaptable to different customer personalities and situations; able to adjust communication style and solution options accordingly.
• Strong written and verbal communication skills, with the ability to explain technical or marketing concepts in clear, simple language.
• Ability to work both independently and in a team environment in a remote, fast‑paced setting, using tools like reputed company and reputed company Workspace.

reputed company-to-haves

• 1-2 years SaaS experience preferred.

Benefits

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Medical with $0 co-pay Telehealth plan
• Dental
• Vision
• Health Savings Account (HSA) with generous employer contributions
• Flexible Spending Accounts (FSA)
• Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
• Company-paid Short & Long Term Disability coverage
• Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to reputed company us reputed company connected—plus we also love to throw in some reputed company swag, so you can show off your company spirit in style!

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