Retention Specialist
4 weeks ago
Job Title: Retention Specialist
About Us: Stericycle is a leading provider of compliance-based solutions that protect people and brands, promote health and well-being, and safeguard the environment.
Job Purpose: The Retention Specialist will be responsible for mitigating business revenue and profitability risk through commercial issue identification, issue investigation & resolutions and the end-to-end contract negotiation of existing customers assigned to non-book of business portfolio clients.
Key Responsibilities:
- Facilitate communications on behalf of the business, verbal &/or written, including the negotiation of contracts for existing customers.
- Be the subject matter expert of commercial contracts, of BU specific services for customer queries relating to commercial agreements, terms and conditions & commercial financial aspects.
- Proactively engage with customers who have been identified as 'being a' or 'at' risk of; revenue loss, &/or cancellation of services, using approved sales tactics and strategies to maintain active customer status.
- Utilise value-based sales skills to establish client's existing service issues and needs, explain contract obligations if any (i.e., contract specific terms, e.g., liquidated damages etc.), provide alternatives for consideration (i.e., Collection schedules/ products/pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.
- Effectively utilise technology-based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking.
- Ensure all communications, client interactions, pricing commitments, agreements & approvals are efficiently logged and maintained within the business recognised CRM (Currently SFDC), ensuring clarity and transparency to all users, including for auditing and reporting purposes.
- Work with & support cross functional team members including but not limited to; transportation, MD/billing, collections, and customer experience departments, to assist in providing satisfactory resolutions to customer enquiries in order to promote strong client relationships & retain business.
- Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilising the tools and technology provided.
- To conduct strategic and time bound activities in support of proactive attrition protection as to be determined by local leadership.
Requirements:
- Must be qualified to work in the UK and have a clean criminal records check.
- University/college education or similar relevant sales / commercial experience preferred.
- Strong computer literacy, including but not limited to, Microsoft Office suite.
- Proficient in the use & understanding of CRM systems, Salesforce, preferred.
- Excellent time management, self-discipline & organisational skills.
- Energetic, highly motivated & results oriented with a constant positive attitude – motivated by success.
- A strong negotiator with exceptional listening skill, with the ability to understand, interpret and match the circumstances to a desirable outcome suitable to all parties.
- Experience of operating within a competitive, high-pressure environment, preferably as part of a target driven team.
- Ability to be able to operate under pressure in a high volume, competitive telesales environment, both individually and as part of a team.
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