Customer Retention Specialist

Company Name:
Constant Contact
The Customer Retention Specialist will be responsible for reaching out proactively to Channel Partner leads to onboard them as new customers and contacting existing customers who are at high risk for cancelling their accounts. As a Customer Retention Specialist you will focus on making outbound calls and communications designed to increase new customer acquisition and existing customer engagement by educating them of the value of our products.
Job Responsibilities:
Make outbound calls and send personalized emails to customers who are considered as a higher risk to cancel and often less engaged and experienced than the average customer. Encourage and promote use of Constant Contact
Through a combination of inbound and outbound contact strategies, convert leads that originate from Constant Contact's Partners.
Attain and exceed new customer goals and other goals established within the group.
Provide a consultative Service Plus experience to customers by making product, marketing, and content recommendations to customers that specifically fit their needs (or as determined by Channel partner agreements)
Provide continual feedback and best practices on coaching disengaged and new customers through participation in focus groups, internal team surveys, and interviews with managers
Conduct extensive needs analysis and follow-up with customers to ensure they purchase products and services that meet their needs
Coach and advise small businesses and organizations on email, event marketing, and social media marketing strategies to help their businesses thrive and grow
Provide online demonstrations and educate customers on the features and online help resources available to enhance their use of Constant Contact products
Accurately enter, update, and maintain customer information in customer relationship management applications for follow-up and keep comprehensive and accurate client information
Attend support, sales and product training and continually develop expertise in Constant Contact applications
Skills and Experience (Required):
Minimum of 2 years related experience in sales and support.
Knowledge of sales methodology and have the ability to adapt to new sales methods.
Must be an energetic self-starter with ability to work independently and within a team
Demonstrated enthusiasm for helping customers by identifying obstacles and then resolving issues through superior active listening skills, above average product knowledge, coaching skills, and customer service
Effectively communicate and work with other teams and members of the CTCT organization including Sales, Custom Services, and more.
Ability to multi-task, attention to detail, organization and time management are a must
Strong verbal, written, and interpersonal skills
Proficient in MS office and web browser environments
Proficient in the Spanish Language a plus


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