Customer Retention Specialist

5 days ago

Manchester, United Kingdom Zellis Full time

About the role

We are seeking a Customer Retention Specialist to join our team in Swinton, Manchester. As a Customer Retention Specialist, you will play a critical role in ensuring the ongoing management and health of our customers. Your focus will be on ensuring that our customers are successful and delighted throughout their journey with us.

You'll work across a wide range of our customers ensuring that we're helping them to achieve their business outcomes, understanding where their existing software and service features can help them (alongside promoting new features), supporting customer campaigns for value-add services, and creating customer advocates of everything that we offer.

By operating as a trusted advisor and customer advocate you'll represent the Voice of the Customer to the internal organisation to ensure their needs are fed back to the relevant teams in the spirit of continuous improvement and ensuring success.

Where the customer partnership needs to be improved, you'll be required to implement and deliver on customer success plans / service improvement plans to bring this back on track. You'll also participate in customer retention initiatives and be instrumental in effectively managing complaints and escalations for our customers, importantly ensuring that we close the loop on feedback and are contributing to our continuous improvement programmes.

In addition, you'll support in the development and execution of our brand NPS activities, our Voice of the Customer programme, participate in product development / enhancement forums, drive improvements in overall customer health across our organisation, and help drive an exemplary level of customer experience.

You'll report to the Head of Customer Success & Strategic Accounts, working alongside a wide variety of our customer facing teams.

This role will work on a hybrid basis from our Swinton office 3 days per week, with occasional visits to customer locations and our Central Birmingham office.

Your estimated salary will be around £45,000 - £60,000 per annum, depending on your experience.

  • Proactive outreach and regular meetings with your customers, including face-to-face, on-site meetings on a regular basis.
  • Ensuring fantastic relationships are in place across your nominated customer accounts.
  • Developing a wide range of stakeholder relationships within the customer accounts you're responsible for and across the business.
  • Leading quarterly business reviews with your key customers, focused on business outcomes and value.
  • Acting as the 'Voice of the Customer,' representing customer sentiment and ensuring internal alignment in delivering business value and objectives.
  • Improving product adoption through identification of gaps, discussion, and coaching, and ensuring the right collateral and enablement is provided to the customer.
  • Proactively managing your account list and reporting on customer health to senior stakeholders within the business, for your customers and in support of the broader customer base.
  • Creating and driving customer success improvement plans where value is not being achieved.
  • Identifying and nurturing areas for cross-sell and up-sell, to provide additional value within the customer account.
  • Promoting customer reference and advocacy activities through relationship building and ensuring our customers are receiving a fantastic service from us. Active involvement in customer surveys (e.g. Brand and transactional NPS), with appropriate management and customer follow up.
  • Supporting the overall cultural change programme to include tone of voice, hearts and minds, voice of the customer, and putting the Customer at the heart of the business through the interactions we have across customer success and service delivery.

What We Offer

We offer a comprehensive package including:

  • A competitive salary of £45,000 - £60,000 per annum.
  • 25 days annual leave, with the opportunity to buy more.
  • Private medical insurance.
  • Life assurance 4x salary.
  • Enhanced pension with up to 8.5% employer contributions.
  • A huge range of additional flexible benefits across financial & personal wellbeing, lifestyle & leisure.

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