Retention Specialist

3 hours ago

Johannesburg, South Africa WePlace Full time

Gauteng
- ,
- JHB - Northern Suburbs
- Market- Related
- (Market related)
- Our client, a leading and trusted compliance management software solutions provider is looking for a Retention Specialist to join their team.

**The Impact of the Role**:
The Retention specialist role responsible for compelling our clients to renew their annual license. This is achieved by engaging their clients in the lead to their annual renewal period, re-enforcing the value proposition and reflecting on how we have helped them with their BEE compliance management approach in the past. The Retention specialist is responsible for creating and maximising both retention, cross sell and upsell opportunities with existing clients and constantly driving sales efforts to achieve set sales targets**Key Duties & Deliverables of the Role**:

- Review and assess how our Customer Success team has supported our client year to date, and to critically assess the support provided - to be reviewed against a Customer Success Plan we would have established for the client
- Activate the renewals process, including a meeting with the client to assess their general satisfaction with our solution and service, through to invoicing the client for the next licence period
- During this process, the Retention Specialist’s objective is to establish new leads to up-sell additional accounts of the software being used, as well as to establish leads to market and sell complimentary software or services offered
- The Retention Specialist is only required to establish the lead, which is then handed over to the relevant business development executives
- Request and schedule client meetings on behalf of executives
- Request and distribute relevant content into existing clients as required to help retain clients
- Operates as the point of contact for customer accounts
- Develops and maintains long-term relationships with customer accounts
- Communicates client needs and demands to the Customer success team
- Forecasts and tracks client account metrics
- Manage projects within client relationships, working to carry out client goals while meeting company goals
- Identifies opportunities to grow business with existing clients
- Coordinate with staff members working on the same account to ensure consistent service
- Collaborates with sales team to reach prospective clients
- Service multiple clients concurrently, often meeting deadlines
- Keep records of client transaction

**Desired Qualifications & Experience**:
A bachelor’s degree
- 3 years of proven success in in a sales or account management role
- Customer service experience
- SaaS sales experience an advantage
- Knowledge of B-BBEE legislation (advantage)- For more information please contact:

- Amanda Schmahl

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