B2B Retentions Specialist

Portfolio are proud to represent our client, a Global Software company in their serach for a Retentions Specialist. Your role is to provide a super-duper service to new and existing clients through critical care support, by identifying "at risk" accounts and pro-actively contacting to offer support, additional training and resolving service issues relating to the software, sale or customer service. Increase engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper Service strategy whilst exceeding individual KPIs and embrace our company values with every interaction. If you have B2B retentions experience, and want a fresh challenge with commission, please apply today!

Day-to-day responsibilities include but are not limited to the below:

• Take ownership of all service issues, identifying the root cause and offering a suitable resolution to any concerns raised
• Record accurate details of any service issues in Salesforce or the relevant CRM so that MI and reporting can be produced
• Take ownership of technical and compliance related complaints ensuring that all procedures are followed accurately and the relevant internal contacts are notified of any risk
• Identify and pro-actively contact "at risk" clients to promote the benefits of our products and service and encourage implementation and usage
• Provide feedback to sales and service agents, to help improve efficiencies, processes and promote best practice
• Help to improve client sentiment and online reputation by pro-actively contacting dissatisfied users

Required skills and experience

• Customer service experience is essential
• The ideal candidate will have some soft sales skills including the ability to handle objections and make recommendations based on client needs
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business

Benefits

• Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales)
• Private health care cover after 5 years' service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% off food and drink
• New Century food and drink discount
• Revolution De Cuba food and drink discount
• Cycle 2 Work scheme* after probationary period
• On site Gym
• Bright Exchange perks

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The Portfolio Group are acting on behalf of our client in recruiting for this position.