Customer Retention Specialist
2 months ago
THIS IS A LONG TERM CONTRACT POSITION WITH ONE OF THE LARGEST, GLOBAL, TECHNOLOGY LEADER.
Our large, Fortune client is ranked as one of the best companies to work with, in the world. The client fosters progressive culture, creativity, and a Flexible work environment. They use cutting-edge technologies to keep themselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence are some other adjectives that define this global technology leader.
We are looking for Retention Specialist with experience in Customer/Client facing/Inside sales experience, tools like Salesforce and other CRM
Qualifications
- 3 to 5 years of relevant experience in calling customer as Business development, Inside Sales representative or Renewals rep.
- Knowledge of forecasting and pipeline management
- Good Communication Skills in English, knowledge of multiple Indian languages is a plus
Responsibilities
- Calling run rate customers to motivate them to renew their licenses
- Will be aligned with the Value added distributor’s (VAD) team who handles the Run-rate accounts. The retention specialist will contact the customer first and motivate them to renew their licenses and then send a mail to them introducing them to their VAD representative for any transaction-related support.
- The pipeline which the retention specialist will be required to call will be shared through the updated SGM report by VAD. Access and walk-through of the SGM tool will be provided
- A good proportion of the calls would be following up on customers whose license is expired within quarter.
- After the first call to the customer the retention specialist will follow it up with a templatized mail introducing a VAD rep assigned to that customer for transaction support
- The retention specialist will be maintaining a daily call status report (through a shared file) on their calls and comments, and submitting it to India CCS Manager, Retention Programs Manager and VAD Manager
- Programs Manager and India CCS Manager to have a weekly meeting with her/him on the status of the pipeline.
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