
Customer Experience Manager
22 hours ago
Job Opportunity: Retention and Accounts Specialist
We are seeking a proactive customer retention specialist to manage customer interactions, encourage subscription purchases, and resolve outstanding overages.
This role involves contacting customers whose trials have expired, facilitating purchases, processing orders, and addressing account issues. You will also track follow-ups, monitor outcomes, and generate reports on key metrics like conversions and account actions.
Duties:
- Contact customers to resolve outstanding overages or encourage subscription purchases post-trial expiration.
- Process orders promptly after the customer reaches out and sends purchase confirmation.
- Coordinate account suspensions for non-response as needed, ensuring proper documentation.
- Maintain detailed records of follow-ups and interactions.
- Generate reports on conversion rates from trials to purchases, accounts suspended due to non-response, and other key performance indicators.
Requirements:
- Proficient in Microsoft Excel software.
- Familiarity with Microsoft Word.
- Analytical skills to track performance metrics and improve processes.
- Organized and detail-oriented with the ability to meet deadlines.
- Problem-solving ability.
- Experience in customer service.
- Strong communication and negotiation skills.
- Proficiency with CRM systems like Salesforce.
- Experience in Zendesk.
About Our Company Culture
We foster progressive culture, creativity, and a flexible work environment. We use cutting-edge technologies to keep ourselves ahead of the curve. Diversity in all aspects is respected. Integrity, experience, honesty, people, humanity, and passion for excellence define our company culture.
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