Key Responsibilities
* Proactively engage with customers who have expressed dissatisfaction or requested cancellations to understand their concerns and identify opportunities for retention.
* Resolve customer issues in a timely and effective manner by collaborating with internal teams and leveraging available resources.
* Develop and implement tailored retention strategies for various customer segments, utilizing data and customer feedback to inform these approaches.
* Assist customers with the renewal process, ensuring they understand the value of our services and the benefits of continuing their relationship.
* Track and report on retention metrics, customer feedback, and the effectiveness of retention strategies, providing insights and recommendations to stakeholders.
* Maintain up-to-date knowledge of product features, updates, and industry trends to effectively communicate the value proposition to customers.
* Collaborate with the Sales, Product, and Customer Success teams to share insights and ensure a cohesive approach to customer retention.