Elite Retention Expert

Overview: Elite Retention Expert Profile: We are seeking highly skilled, customer-centric individuals who have high emotional intelligence, and top notch communication skills to successfully create connections, inspire confidence and leave customers with a sense of delight from their interaction, even under tense or difficult situations.

Qualifications:

Technical Acumen

• Troubleshooting - Ability to diagnose and resolve complex technical problems.
• Product Knowledge - Deep understanding of our products and services. 
• CRM/CS Tool Proficiency - Deep understanding of CRM/CS tool navigation 

Customer Service 

• Communication - Excellent verbal and written communication skills.
• Empathy - Ability to create personal emotional connection with customers 
• Problem-Solving - Strong analytical and problem-solving abilities. 
• Patience - Ability to remain calm and effective under pressure. 
• Magical Moments - Passion for creating surprise and delight moments for customers 

Professionalism 

• Reliability - Consistent and dependable 
• Adaptability - Ability to adjust to changing priorities and customer needs. 
• Communication - Professional and empathetic 

Experience

• Minimum of 3-5 years of experience in a customer-facing support role 
• 2+ years of customer retention focused experience
• Demonstrated experience in handling escalated issues and complex inquiries, preferably with premium or VIP clients in a CSM, customer advisory or related role.
• Proven track record of achieving high customer satisfaction scores.

Education

• Required: High school diploma or equivalent
• Preferred: AA degree in a relevant field (e.g., Business, Communications, Computer Science) or equivalent practical experience
• Strongly Preferred: Bachelor's degree in a relevant field (e.g., Business, Communications, Computer Science) or equivalent practical experience.

Desired Traits

• Customer-Obsessed: A genuine passion for helping customers succeed and turn cancel intentions into product champions
• Emotional Intelligence & Relationship mastery: Ability to actively listen, sense tone, emotion and unstated needs to build  a personal emotional connection, trust and confidence
• Empathetic Innovator: Able to anticipate customer needs and proactively offer solutions that exceed expectations.
• Magic Moment Creator: Skilled at identifying opportunities to create memorable and positive customer experiences that foster loyalty.
• Calm under pressure: Maintains professionalism and empathy during escalations or tense conversations
• Conflict Navigation: Knows when to offer options and acknowledge challenging situations gracefully with professionalism  and confidence.
• Diagnostic Thinking: Uses all the information at their disposal to identify what’s really driving dissatisfaction (e.g. price, product gaps, data issues, etc.) 
• Data Fluency & Business Acumen: Interprets customer health scores, usage metrics, and renewal drivers
• Product proficiency: Can map customer business needs and KPIs to product feature and value  
• Objective Handling: Anticipates and diffuses resistance (e.g. budget, timing, features); skilled at offering solutions/trade-offs
• Cross-sell sensitivity: Recognizes when an attach or upgrade can reinforce retention rather than feel like “selling”
• Process & Tool Mastery: CRM Tool (e.g. Salesforce, Gainsight, etc) expert, meticulous documentation with actionable saves insights
• Team Player: Ability to collaborate effectively with internal teams and align internal resources around customer needs
• Ownership Mindset: Feels responsible for customer outcomes/success

Responsibilities:

• Provide high-touch, personalized support to cancel intent or high churn risk customers, including both in-bound and proactive outbound calls or chats.
• Use a consultative approach to uncover customer root cause and to identify potential solutions
• De-escalate highly frustrated customers with empathy and problem-solving.
• Proficient understanding of product features and benefits and how to align customer needs to product value
• Resolve complex technical and service-related issues with empathy, professionalism and confidence.
• Be a customer advisor, seeking to understand customer needs and align product features and benefits to address needs and offer solutions 
• Demonstrate complete ownership mindset, knowing that you are the last stop of the customer; that you will ensure customer issues are resolved before you end the conversation
• Find every opportunity to surprise and delight customers with your empathy, knowledge, grace and professionalism
• Maintain comprehensive records of customer interactions and resolutions in Salesforce and other internal tools with accuracy and consistency
• Collaborate with internal teams (e.g. Onboarding, Sales, Risk, Tech) for more complex solutions
• Provide personalized follow-up (via email, phone, SMS or chat) to ensure long-lasting customer satisfaction and loyalty.