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Customer Retention Specialist

2 months ago

Sheffield, Sheffield, United Kingdom CITRUS CONNECT LTD Full time
About the Role

CITRUS CONNECT LTD is seeking a highly skilled and results-driven Retention Executive to join our team. As a key member of our sales and customer success team, you will play a crucial role in improving customer retention and driving revenue growth within the SaaS education sector.

Key Responsibilities
  • Engage with SaaS customers who have initiated cancellations, propose tailored solutions, and retain their business.
  • Proactively reach out to lapsed customers, understand their reasons for leaving, and work to win them back.
  • Upgrade customers to higher-value SaaS products that better meet their needs and transition legacy contracts to new solutions.
  • Build and manage a pipeline of retention and sales growth opportunities, applying consistent sales processes.
  • Maintain a deep understanding of our SaaS product portfolio to effectively demonstrate software solutions and convey their value.
Requirements
  • Experience in a fast-paced telesales or customer retention role within the SaaS industry.
  • Tenacity and resilience in the face of challenges and rejection.
  • Excellent communication and negotiation skills with the ability to build rapport quickly.
  • Strong understanding of market dynamics and customer needs within the SaaS sector.
  • Detail-oriented with strong organisational skills and effective CRM management.
What We Offer
  • Competitive earnings: £25,000 to £35,000 base salary, plus an uncapped OTE of £20,000.
  • Professional growth: Extensive learning and development opportunities to support your career.
  • Flexible working: Hybrid working model with 3+ days in the office.
  • Generous benefits: 25-30 days leave, 5% pension contribution, healthcare cash plan, and life assurance.
  • Modern workspace: State-of-the-art city centre offices with discounted parking.