Digital Retention Specialist

Digital Retention Specialist

BCforward is currently seeking a highly motivated Digital Retention Specialist for an opportunity in Denver CO .

Position Title: Digital Retention Specialist

Location: Denver CO

Anticipated Start Date: ASAP

Expected Duration: 6months contract

Job Type: Hybrid

Job Description:

We are seeking a Digital Retention Specialist to join our team, focused on maintaining high levels of customer retention and satisfaction. You will proactively engage with customers to understand their needs, address potential blockers to renewal, and implement strategies to enhance customer loyalty. This role requires exceptional communication skills, a customer-centric mindset, and the ability to analyze data to drive retention efforts.

This is a 6 month contract position.
Language: Multilingual preferred (Portuguese and/or Spanish + English) for at least 1 of the 2 positions
Location: Preference is for workers to be hybrid, local to the Westminster, CO area.
Office Attendance: Must report to the office at least 3 days a week but can work remotely otherwise.

Key Responsibilities:
* Customer Engagement:
o Make outbound messages or calls to understand and address reasons for potential discontinuation of services.
o Foster positive and ongoing customer relationships through regular communication.

* Issue Resolution:
o Take ownership of customer issues, ensuring minimal escalation and high satisfaction.
o Independently resolve customer needs efficiently and effectively.

* Customer Service Excellence:
o Communicate effectively with customers, internal teams, and senior management to deliver exceptional service.
o Maintain a professional and empathetic approach in all customer interactions.

* Negotiation and Retention Strategies:
o Directly negotiate with customers to overcome adoption barriers and develop plans to resolve pain points.
o Identify trends and opportunities to improve retention rates and minimize churn.

* Documentation and System Proficiency:
o Maintain detailed records of customer interactions and activities in Salesforce.
o Rapidly learn and efficiently navigate multiple business systems to ensure seamless task completion and operational effectiveness.

* Data Analysis and Collaboration:
o Analyze customer data, usage patterns, and feedback to identify trends and inform retention strategies.
o Collaborate with the Sales and Support Teams to handle escalations and enhance the overall customer experience.

* Content Development:
o Identify, create, and deliver content to support customer adoption and engagement needs.

Top Skills Required:
1. Customer Relationship Management:
o Proficiency in managing relationships with clients to enhance customer satisfaction and loyalty.
o Ability to understand customer needs, address concerns effectively, and maintain positive communication.

2. Analytical Skills:
o Strong ability to analyze customer data, usage patterns, and feedback.
o Use data insights to predict customer behaviors and develop targeted retention interventions.

3. Problem-Solving Skills:
o Expertise in identifying and resolving issues leading to customer dissatisfaction.
o Ability to troubleshoot technical problems and resolve service or billing issues impacting retention.

Education and Experience:
* Educational Background: Minimum - Associate's degree or equivalent.
* Preferred: Bachelor's degree and sales experience.
* Professional Experience:
o 5+ years of practical experience in sales (preferred), customer service and retention.
o Salesforce: Proficiency in using Salesforce for documenting and managing customer interactions.

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 235771 when responding to this ad.

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