Description:
As a Customer Retention Executive you will work as part of our newly formed Customer Contact Centre, your primary objective being to retain existing customers and maximize their long-term value to the organization. You will be responsible for engaging with customers considering their options at end of contract, addressing any concerns, and implementing strategies to encourage customer loyalty and upsell multi-year contracts. Your role will involve proactive communication, problem-solving, and negotiation to ensure customer satisfaction and achieve revenue goals.
Responsibilities
Customer Retention & Upsell
- Develop and execute opportunities to retain existing customers by understanding their needs, identifying potential issues, and addressing concerns. Proactively engage with customers to build strong relationships and provide ongoing support and guidance.
- Build knowledge of our product and service set, alongside common needs of customers, and how the two connect.
- Identify opportunities to upsell and promote multi-year contracts to existing customers. Present compelling value propositions, negotiate contract terms, and persuade customers to extend their commitment.
- Deliver on completion of the renewal cycle, offering advice and guidance, providing pricing, dealing with questions, closing the opportunity, and submitting the renewal into processing for service.
Issue Resolution
- Act as a point of contact for customer concerns, problems, or escalations. Listen actively, empathize with customers, and work towards prompt and satisfactory resolutions. Collaborate with relevant teams to ensure timely response and resolution.
Customer Feedback Analysis
- Collect and analyse customer feedback to identify trends, opportunities, and areas for improvement. Collaborate with internal teams to implement enhancements or modifications to products, services, or processes based on customer input.
Support for General Enquiries
- Provide support and cover for other colleagues within the Customer Contact centre, if required
The role and its responsibilities can be expected to evolve across time.
Experience
You will have experience of:
- Working within a customer environment, understanding their needs and requirements.
You will be:
- An enthusiastic, articulate and effective communicator, able to demonstrate to potential customers how RM’s solutions can meet their needs.
- A strong collaborator, willing to bring your best to the team for collective success.
- An independent operator, confident to assess how best to work with customers to meet the growth figures.
- Confident communicating through writing, informal speech and presentation.
- Comfortable working with and analysing numbers.
You will have:
- Good analytical and judgement and decision-making skills, which you'll use to qualify opportunities and assess how to convert them. You may have a degree level qualification or have gained these skills in other ways.
- Excellent relationship-building skills with the ability to understand and meet customer needs. Demonstrated ability to engage and communicate effectively with customers at various levels within organizations.
- Strong planning & organising skills, which you’ll use to effectively manage your pipeline.
- Results orientation, with passion for achievement against objectives, targets and KPIs.
- Flexible can-do attitude with a willingness and ability to adapt and learn within the role.
- Strong alignment to RM's core behaviours: Be Brave, Win Together, Be Curious, Make it Simple and Consider it Done.