B2B Retentions Specialist

City, Manchester
The Portfolio Group

Portfolio are proud to represent our client, a Global Software company in their serach for a Retentions Specialist. Contract renewals are the main focus of this role, you will have experience in negotiating contracts, having difficult conversations, objection handling, getting clients re-invested and re-engaged and ultimately retaining the business. You will get commission for every successful renewal as well as good progression pathways. If you come from an Account Manager, retentions or sales background and are looking for a new challenge, apply today and we’ll be in touch!

Day-to-day responsibilities include but are not limited to the below:

• Meet and exceed all monthly Save Rate targets
• Meet and exceed all individual KPIs
• Record information accurately in CRM
• Report on own performance weekly/ monthly/ quarterly to the Head of Retention and Customer Solutions
• Identify opportunities to increase contract value by discussing additional products, services and software over usage, focussing on the needs of businesses and driving product usage and engagement
• Work with the finance and credit control departments to retain clients experiencing financial hardship
• Work with the customer service team to re-engage dissatisfied clients following service issues with a view to establishing long term business relationships and customer loyalty
• Generate new business opportunities via referrals from existing client base or networking
• Maintain and improve client sentiment and online reputation by always providing a super service
• Take ownership of own product knowledge ensuring you are an expert in all things Bright

Key requirements

Required skills and experience

• Must have exceptional customer service skills
• Must have a proven record of retaining lost clients through negotiation and excellent customer service in a B2B environment
• Must be able to communicate with internal stakeholders at all levels
• Ability to work in a fast-paced environment
• Adaptable to change and willing to bring forward ideas to shape the future of the role

Benefits

• Enhanced holidays – 25 days increasing to 27 after 2 years’ service and 28 after 5 years’ service (22 Days for Field Sales)
• Private health care cover after 5 years’ service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years’ service and again to 7% after 7 years’ service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products – Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements
• Pace health Club (situated in the park Inn) discounted gym membership and spa treatments
• Park Inn 20% off food and drink
• New Century food and drink discount
• Revolution De Cuba food and drink discount
• Cycle 2 Work scheme after probationary period
• Free On site Gym
• Bright Exchange perks

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The Portfolio Group are acting on behalf of our client in recruiting for this position.