Account Manager - Retention Specialist

In a fast paced, global business, support growth by retaining existing clients through our super service strategy, identifying clients who have additional needs and closing both upsell and new business leads successfully.

Main Responsibilities

• Meet and exceed all quarterly growth targets
• Meet and exceed all individual KPIs
• Record information accurately in CRM
• Report on own performance weekly/ monthly/ quarterly to the Senior Leadership Team
• Identify opportunities to increase contract value by discussing additional products and services, focussing on the needs of small businesses and driving product usage and engagement
• Work with the finance and credit control departments to retain clients experiencing financial hardship
• Work with the customer service team to re-engage dissatisfied clients following service issues with a view to establishing long term business relationships and customer loyalty
• Generate new business opportunities via referrals from existing client base or networking
• Maintain and improve client sentiment and online reputation by providing a super service at all times
• Take ownership of own product knowledge ensuring you are an expert in all things Peninsula

Skills and Experience

• Must have exceptional customer service skills
• Must have a proven record of retaining lost clients through negotiation and excellent customer service in a B2B environment
• Must be able to communicate with internal stakeholders at all levels
• Ability to work in a fast passed environment
• Adaptable to change and willing to bring forward ideas to shape the future of the role

 

The above is not an exhaustive list and will be subject to potential change as the business grows.