Retention Specialist

Awardco is reimagining the workplace to be more rewarding, supportive, and fun for everyone. As one of the fastest-growing companies in the employee experience industry, our mission is to help employees love what they do, love where they work, and get recognized for their efforts—especially our own employees! And as winners of Glassdoor’s Best Places to Work, Best in Brightest in the Nation, and Great Place to Work, we do much more than talk the talk.

Retention Specialists play a crucial role in the customer success team by focusing on customer retention and contract renewals. Their primary responsibility is to ensure that clients continue to find value in the services or products offered, resulting in a smooth and successful renewal process and minimizing churn. By doing so, they help maintain a stable revenue stream and contribute significantly to the overall growth and success of the company.                                   

What you will do: 

•  Partner with Client Success Managers to develop and leverage customer relationships that can improve the customer experience and result in better retention rates.
•  Partner with Renewals Managers to develop and execute a renewal strategy to maximize customer retention and revenue growth
• Partner with customers to understand business objectives and develop renewal proposals that accomplish said objectives
• Provide regular updates to senior management on retention sentiments
• Ensure compliance with company policies and procedures during the renewal process
• Continuously monitor the health and performance of customer accounts by using metrics such as usage data, customer satisfaction scores, and engagement levels
• Collect and communicate customer feedback to relevant internal teams to inform product improvements, feature requests, and overall service enhancements

What you will bring:

•  Bachelor's degree in Business, Marketing, or a related field
• 1+ years of experience in SaaS - preferably within a renewals/account management, client success, or similar role
• Advanced communication, interpersonal, and conflict resolution skills
• Ability to build and maintain strong customer relationships via proactive engagement, continuous learning (of both internal and external factors affecting clients), and advocating for clients resulting in high customer satisfaction and retention rates
• Ability to maintain data integrity & hygiene, analyze data, and identify trends in order to derive key takeaways from complex information in a clear and concise manner
• Experience in developing and implementing renewal strategies
• Experience collaborating cross functionally
• Strong problem-solving skills and the ability to think strategically

Why Awardco:

• We have a revolutionary, client-approved product.
• One of the fastest growing companies in the nation: 3x Inc. 500, 2x Deloitte Technology Fast 500, 2x Mountain West Capital Network Fast 100, 3x Fast 50 (Utah Business), and 3x UV50 Fastest Growing Companies (BusinessQ), to name just a few.
• Great Place to Work certified, ranked in Inc. Best Workplaces, one of the Best and Brightest companies to work for, and ranked on the Salt Lake Tribune's Top Workplaces.
• Backed by renowned investors, both local and national.