Retention Advisor
Hale, Manchester
Monday – Friday 9am – 5:30pm
£13ph
Temporary to Permanent
Responsibilities
Manage the end-to-end contract renewal process, including preparing quotes, sending reminders, and processing paperwork in a timely manner.
Engage with customers nearing contract expiration to understand their needs, address concerns, and reinforce the value of the product/service to drive retention.
Monitor account activity and usage trends to identify and resolve at-risk customers early.
Regularly communicate with customers via phone, email, and live chat to ensure satisfaction and to resolve any issues affecting retention.
Work closely with Sales, Customer Success, Billing, and Support teams to ensure seamless renewal experiences and customer satisfaction.
Identify potential churn signals and develop strategies to retain customers, including personalised outreach and incentive offerings when necessary, as agreed with your Team Leader
Maintain accurate records in CRM and renewal tracking tools.
Provide insights and reports on renewal performance, churn reasons, and customer feedback to help refine customer success strategies.
The candidate
Experience working in retentions
Strong written and verbal communication skills.
Ability to manage multiple priorities with a high attention to detail.
Familiarity with CRM systems and customer success tools
Excellent interpersonal and negotiation skills.
Problem-solving mindset with a customer-first attitude