Customer Retention Manager (m/f/d) DACH

TeamViewer; Göppingen; On-site; EUR 42,000 - 54,000; Full time

Benefits offered by this job

Free fruit

Non-alcoholic drinks

Sports program

Team-based community

Job summary

TeamViewer is seeking a Customer Retention Representative to engage at-risk customers and those who cancelled subscriptions. You will use negotiation and problem-solving to deescalate issues and define measures to win them back, while aligning with customers on their use cases to reestablish value.

You will work closely with the Retention Team to gather qualitative feedback and contribute to reducing churn in a dynamic SaaS environment.

Qualifications

• Fluency in German is mandatory.
• Experience in a SaaS or IT company as sales or Customer Retention Representative.
• Sales acumen and ability to resolve customer issues.
• Ability to communicate with customers on the phone and convey the value proposition.
• Aptitude for building relationships and solving problems.
• Experience handling multiple tasks efficiently.
• Experience with CRM systems.

Responsibilities

• Be the point of contact for customers at risk of cancelling their subscriptions or who cancelled them already.
• Use your communication skills to rebuild relations with customers while focusing on problem solving, negotiation, deescalating and resolving customer issues.
• Proactively and reactively approach existing customers who are cancelling to define suitable measures to win them back.
• Build a deep understanding of customer needs and their specific use-cases to reestablish the value proposition of TeamViewer.
• Help the Retention Team collect qualitative feedback from customers.

Skills

Sales acumen

Relationship building

Communication skills

Problem solving

Multi-tasking

CRM experience

Tools

Microsoft Dynamics CRM

Job description

• Be the point of contact for customers who are at risk of cancelling their subscriptions or who cancelled them already
• Use your communication skills to rebuild relations with customers while focusing on problem solving, negotiation, deescalating and resolving customer issues
• Proactively and reactively approach existing customers who are canceling their subscriptions to define suitable measures to win them back
• Build a deep understanding of customer needs and their specific use-cases to reestablish the value proposition of TeamViewer
• Help the Retention Team collect qualitative feedback from customers

What we offer

• Make a relevant contribution to the turnover of our company! TeamViewer is used from your own four walls into space. What else can we achieve with your help?
• Make yourself at home! Ties are a no-no for us. In our relaxed office atmosphere you can wear whatever you want and relax in our lounge areas
• Of course we offer you free fruit, non-alcoholic drinks and a varied sports program
• It's all about the team: become part of a community in which mutual support across departments and open feedback are key
• Living diversity: Your future colleagues come from over 60 countries
• Your passion and skills will be used in multinational projects and in collaboration with our partners around the world

What you bring

• Fluency in German is mandatory, other languages are a plus
• Previous experience in a SaaS or IT company as sales or Customer Retention Representative
• Sales acumen, curiosity, and experience identifying and resolving customer issues
• Ability to communicate with customers on the phone while efficiently expressing the value proposition of TeamViewer
• Aptitude for building relationships and problem solving, understanding customer pain-points
• Demonstrated ability to handle multiple tasks efficiently
• Experience with Microsoft Dynamics CRM or other CRM system