The Customer Engagement Specialist will be responsible for nurturing and retaining customer relationships, with a strong focus on customer retention and satisfaction. This role will involve proactive communication, addressing customer needs, and ensuring that customers are achieving their desired outcomes with the company’s products and services. The specialist will primarily work with customers in segments B and C but may assist with Segment A when necessary
.Primary Duties & Responsibilities:
- Build and maintain strong relationships with customers to drive retention and satisfaction.
- Monitor customer health scores, usage data, and churn indicators to identify and mitigate potential risks.
- Proactively reach out to customers with declining engagement to reestablish connections and improve retention.
- Conduct regular check-ins with customers to ensure they are deriving maximum value from the company’s offerings.
- Collaborate with internal teams to resolve customer concerns and remove barriers to customer success.
- Use customer feedback to suggest improvements to the product, service, or support processes to enhance retention.
- Provide personalized support and guidance for higher-value customers, ensuring their long-term success with the company.
- Assist with customer retention efforts across all segments during high-demand periods or employee absences.
- Adheres to all confidentiality and compliance regulations.
- Performs other duties as assigned.
Minimum Education & Work Experience:
- Bachelor’s degree in business or related field preferred
- 2-3 years in customer support, engagement, or account management roles focused on retention.
Key Skills & Qualifications
- Ability to analyze customer data and proactively address customer needs and concerns.
- Experience with customer relationship management (CRM) tools and retention strategies.
- Familiarity with customer retention metrics such as churn rate and lifetime value.
- Client-focused operational professional with experience in building and maintaining strong customer relationships.
- Expertise in measuring success via customer support metrics and KPIs.
- Strong phone presence and experience training virtually.
- Demonstrates high-level problem solving and analytical skills, excels under pressure and is results driven.
Physical Demands and Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
