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Job Description
Constant Contact is seeking a Retention Specialist to act as a trusted advisor for customers at a critical decision point. The Retention Specialist will engage with customers expressing intent to cancel or downgrade, helping them rediscover the platform's value through a consultative and empathetic approach. This role is crucial for preserving revenue, reducing churn, and ensuring customer satisfaction.
Responsibilities:
- Respond to customer retention inquiries via phone, email, and Salesforce cases.
- Manage inbound calls from customers requesting cancellation or downgrade.
- Identify customer pain points and propose marketing strategies.
- Recommend relevant features, services, or account optimizations.
- Collaborate with Billing, Tier 1, Customer Success, and Product Support teams.
- Track cancellation reasons and participate in process improvements.
Requirements:
- 2+ years in Customer Retention, Inside Sales, or Account Management (preferably SaaS).
- Strong communication skills and ability to handle sensitive conversations.
- Experience with save-rate driven metrics or quota-based goals.
- Analytical thinking and ability to assess account history and billing patterns.
- Familiarity with Salesforce and CRM best practices.
The role offers:
- A position at Constant Contact.
- A hybrid work model.
- Opportunities for career growth and professional development.
- A generous paid time off policy and competitive benefits package.
