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
remoteroles 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 about satisfaction and follow up with low-usage clients to understand issues and offer help
- Arrange extra training so customers can get more use from their current products
- Give account managers usage figures, contract history and user counts to support managed-account renewals
- Track renewal progress and client conversations in Salesforce, escalating problems when needed
What you bring
- You have worked in customer retention or sales support
- You communicate clearly, stay organized and can handle several renewals independently
- You pay close attention to accuracy in documents and client communications
Who this fits
This remote role suits someone focused on customer renewals and retention, rather than prior account management. You’ll support account managers on managed accounts while directly handling renewals for unmanaged accounts.
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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