Retention Specialist Job at MyTennisLessons (Krakow)

Job Description

As a Retention Specialist, you’ll bring energy, assertiveness, and a client-first mindset to support at-risk clients and strengthen long-term relationships. You’ll identify the root causes of dissatisfaction, deliver solution-oriented guidance, and protect revenue while managing key accounts and targeted campaigns. As the primary point of contact, you’ll create an exceptional client experience that builds a strong and mutually rewarding partnership.

Job Responsibility

Manage a high volume of inbound and outbound requests including Salesforce case assignment, email requests, At Risk detection and churn requests with professionalism, urgency, and empathy
Engage primarily our B and C client segments to understand their business needs, challenges, and reasons for dissatisfaction or cancellation in an attempt to retain business and bring the account to a healthy state
Proactive and reactive case management to outbound via telephone and email to conduct health checks on newly onboarded clients along with risk and escalation resolution to avoid churn
Collaborate cross-functionally with Sales, Support, and Client Success teams to research, resolve, and recover at-risk accounts
Present tailored solutions, product enhancements, or alternative pricing structures to retain clients and improve satisfaction
Negotiate cancellations and develop creative retention strategies to reduce churn and preserve recurring revenue
Document all client interactions, resolutions, and outcomes accurately in Salesforce using best practices in case management and prioritization of tasks
Meet performance activity targets and retention metrics to drive direct client engagement and identify trends and opportunities for improved revenue and rooftop retention and growth
Participate in proactive outreach campaigns targeting accounts showing early signs of disengagement
Maintain expert-level knowledge of SpotOn’s products, services, and value propositions to confidently position benefits to clients
Represent SpotOn’s culture of partnership and service excellence by creating a phenomenal client experience in every interaction
Path of escalation for client accounts using collaboration, coordination, and facilitation of other teams to ensure permanent and acceptable resolution is delivered
Increase merchant satisfaction while meeting all KPI’s/metric standards as relayed by Client Success leadership, introduction and touch base communication, and meeting all imposed deadlines
Monitoring self-performance initiating action to strengthen the team and assisting in peer-to-peer training
Vigilant oversight regarding accounts At Risk related to alerts showing client requests/issues or potential cancellations
Actively responding to emails, updating status of cases in SF (24 Business Hour SLA ), active in Slack and Gmail
Ability to keep a steady pace and meet daily/weekly deadlines and performance expectations to manage Caseload and portfolio direct requests timely, accurately, and with creative solutions to fully satisfy client base
Trustpilot, Capterra, & ONLINE SOCIAL REVIEWS: Review, investigate, offer solutions, and formally respond. Resolve to all parties' satisfaction and encourage receiving 5 star reviews

Requirements

Strong communication and influence skills, with the ability to collaborate across teams and present to stakeholders
Strong english skills both verbal and written with technical aptitude to effectively engage with disgruntled clients and conduct proactive outreach
Impeccable emotional intelligence and customer service skills including strong written and verbal communication
Ability to manage multiple clients, cases, and projects in a fast-paced environment
Background in client retention, account management, or customer success with measurable success
Solutions-oriented and proactive mindset with strong problem-solving skills
Adaptability and agility to comfortably navigate ambiguity and complexity with a flexible attitude that thrives in a fast-paced evolving environment
1–3 years of relevant retention experience in account management, support, or retention
Background in payment processing and/or software solutions
1-3 years preferred working in the payment processing and/or software solutions industries
Availability to work in a hybrid work model, hours 14:00-22:00

What we offer

Fully paid private healthcare in LuxMed
Access to the Worksmile platform with a monthly top-up
Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week
New, modern, bright and comfortable office space in the city centre
A lot of free parking spots around the office
Access to the company’s library
Great working atmosphere
Chill out room with a PlayStation, table tennis, and mini gym
Free snacks and beverages in a kitchen
Company parties and social activities
Employee referral program
Relocation Package within Poland

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Retention Specialist

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