- Monitor engagement, product usage, and account risk indicators across the Business customer portfolio
- Conduct proactive outreach and develop action plans to engage at-risk accounts before a cancellation request is submitted
- Handle and negotiate formal cancellation requests from Business customers
- Identify the underlying reasons for dissatisfaction or churn and apply commercial and operational retention and negotiation strategies
- Keep ticket-tracking systems and reports, as well as churn-reason records, up to date
- Identify opportunities to improve the product and internal processes based on customer feedback
- Collaborate with colleagues in the segment and work closely with the CSM team
Requirements
- Strong communication and empathy, with excellent verbal and written communication skills for handling difficult conversations and negotiating with dissatisfied customers
- Resilience and the ability to overcome objections, remain calm under pressure, practice active listening, and propose creative retention solutions
- Data-driven and organized, including recording interactions, tracking portfolio health metrics, and organizing the daily volume of customer contacts
- Proactive mindset and a strong sense of ownership
- Availability to work 40 hours per week
- Previous experience in Customer Success, Customer Service, Retention, Sales, or Support
- Basic knowledge of Customer Success methodologies (Health Score, NBR, Churn, and engagement)
- Familiarity with CRM tools such as Pipedrive
- Experience in startups and/or B2B SaaS is a plus
- Experience with AI is a plus
Core Competencies
Demonstrates strong communication and negotiation skills to effectively manage customer relationships and retention strategies. Proficient in data-driven decision-making and familiar with Customer Success methodologies to enhance customer engagement and satisfaction.
Highest-signal resume keywords
- Customer Success Experience
- Communication Skills
- Data-Driven Decision Making
- CRM Tools Familiarity
- Retention Strategies
Hard Skills
- Customer Success Methodologies
- Churn Analysis
- Health Score Tracking
- Engagement Metrics
- Negotiation Skills
Soft Skills
- Empathy
- Resilience
- Active Listening
- Proactive Mindset
- Problem Solving
Industry Keywords
- B2B SaaS
- Startups
- Customer Service
- Customer Retention
- Account Management
Tools & Technologies
- Pipedrive
- Ticket-Tracking Systems
#J-18808-Ljbffr
Retention Analyst Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
