Customer Retention Specialist

4 days ago


Somerset West, Western Cape, South Africa Datafin IT Recruitment Full time
Job Description

As a Technical Account Manager at Datafin IT Recruitment, you will play a pivotal role in nurturing and expanding client relationships. Your primary objective is to maintain high customer retention rates, drive revenue growth through upselling and cross-selling, and seize one-time sales opportunities aligned with service offerings.

Key Responsibilities:
Custome Satisfaction (CSAT) Score: Maintain a CSAT score of 90% or higher to ensure customer satisfaction and maximize commission potential.
Retention Rate: Achieve a customer retention rate of 95% or higher to sustain MRR and commission earnings.
Account Growth: Achieve a minimum annual account growth rate of 15% to maximize MRR and commission potential.
Cross-Selling and Upselling: Achieve a minimum of 20% increase in revenue through cross-selling and upselling activities to boost MRR and commission earnings.
Response and Resolution Time: Maintain an average response time of less than 4 hours and a resolution time of less than 24 hours to ensure high CSAT scores and retention rates.
Feedback and Action Plans: Implement action plans based on customer feedback within 30 days to enhance satisfaction and retention, ultimately impacting commissions.
Training and Development: Complete a minimum of two relevant training programs or certifications per year to enhance skills and performance.
Account Documentation and Reporting: Submit comprehensive account reports to management on a monthly basis to ensure accountability and customer satisfaction.
Customer Advocacy: Achieve a minimum Net Promoter Score (NPS) of 8 from assigned accounts to demonstrate customer advocacy and satisfaction.

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