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Retain Customer Success Lead

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Nagpur, Maharashtra, India beBeeRetention Full time ₹ 5,00,000 - ₹ 10,00,000
Customer Retention Specialist Job Description

The Customer Retention Specialist is responsible for managing customer interactions, encouraging subscription purchases, and resolving 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.

Key Responsibilities:

  • Contacting customers to resolve outstanding overages or encourage subscription purchases post-trial expiration.
  • Processing orders promptly after the customer reaches out and sends purchase confirmation.
  • Maintaining detailed records of follow-ups and interactions.
  • Generating reports on conversion rates from trials to purchases, accounts suspended due to non-response, and number of follow-ups conducted.

Required Skills and Qualifications:

  • Technical Skills: Advanced knowledge of Microsoft Excel software, Basic knowledge of Microsoft Word.
  • Analytical Skills: Strong analytical skills to track performance metrics and improve processes.
  • Problem-Solving Ability: Organized and detail-oriented with the ability to meet deadlines, Problem Solving ability.
  • Customer Service Experience: Experience in customer service, Strong communication and negotiation skills.
  • CMS and CRM Systems: Proficiency with CRM systems like Salesforce, Experience in Zendesk.

Benefits: The ideal candidate should have a proactive approach, strong analytical skills, and excellent communication and negotiation skills.