Retention Specialist

 Job Purpose:
 

To proactively recover lapsed customers by renewing expired subscriptions, ensure ongoing satisfaction and renewal of active accounts, and unlock new revenue opportunities through upselling, cross-selling, referrals, and partnership development. The role is focused on increasing customer retention, expanding account value, and driving new account acquisition through existing relationships.
 

Key Responsibilities : 
 

• Communicate with customers whose subscriptions have expired to recover their accounts and maximize renewal rates.
• Analyze reasons for non-renewal and provide tailored solutions to encourage return.
• Manage and follow up on active accounts assigned by other teams to ensure satisfaction and timely renewals.
• Execute upselling (upgrading plans/features) and cross-selling (offering complementary products/services) to qualified accounts.
• Generate new account opportunities from existing accounts—whether additional business units, departments, or related entities.
• Build strong, professional relationships with clients to increase loyalty and stimulate word-of-mouth referrals.
• Promote and activate referral programs with existing customers to acquire new leads.
• Collaborate with selected clients to convert them into marketing partners or agents (Agencies) who can help generate new business.
• Coordinate consistently with other internal departments (support, marketing, product, finance) to deliver a seamless and effective customer experience.
• Analyze survey responses to identify trends, pain points, or opportunities for product or process enhancement.
• Prepare periodic reports summarizing renewal outcomes, sales expansion performance, referral impact, and improvement suggestions.