Description

Job Id: 66158

Digital Retention Specialist
Our client is seeking a Digital Retention Specialist to assist their organization. The Digital Retention Specialist is responsible for ensuring high levels of customer retention and satisfaction. This role involves proactively engaging with customers to understand their needs, identifying blockers to renewal, and implementing strategies to improve customer loyalty. The ideal candidate will possess excellent communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

This is a hybrid position based in Westminster, CO. Candidates must live within one hour of this location and be onsite 3 days a week.

Digital Retention Specialist Responsibilities

• Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
• Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
• Resolve customer needs independently and effectively.
• Communicate with customers, internal teams, and senior management to deliver exceptional service.
• Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
• Maintain detailed records of customer interactions and activities in Salesforce.
• Analyze data to identify trends and opportunities for improving retention and reducing churn.
• Work closely with the Sales and Support Teams to handle escalations and enhance the customer experience.
• Identify, create, and deliver content to support customer adoption and engagement needs.
• Demonstrated ability to rapidly learn and efficiently navigate multiple business systems.

Digital Retention Specialist Qualifications

• Bachelor’s degree preferred.
• 5+ years of experience, with a strong preference for sales experience over customer support.
• Must be proficient in using Salesforce for documenting and managing customer interactions.
• Strong customer-centric and growth mindset.
• Proven experience in customer retention strategies.
• Excellent active listening and empathy to understand customer perspectives.
• Strong analytical skills and a solution-oriented approach.
• Skilled in effective negotiation techniques, including identifying customer pain points, proposing solutions, and achieving favorable outcomes.
• Ability to prioritize tasks and manage time effectively in a fast-paced environment.
• Excellent writing and communication skills, with the ability to convey thoughts clearly and concisely.
• Strong ability to collaborate with stakeholders and customers at various skill levels.
• Demonstrated ability to handle sensitive information with integrity and maintain a professional demeanor.

Compensation: $20-$22/hr. (DOE)

Benefits
Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.

About VanderHouwen
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies’ staffing needs and workplaces. Partner with us to land your next exciting career.

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.

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