Retention & Renewal Specialist

Exponential-e; Greater London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Exponential-e Group is seeking a customer-focused representative to maximise renewals and maintain high levels of customer satisfaction across our cloud, connectivity and communications services. You will act as a key contact for Customers and Account Managers, supporting quotes and order-related queries and helping to preserve long-term client relationships.

Join a people-focused team where resilience, excellent communication, and a proactive approach to problem-solving are valued as part of

Qualifications

• Excellent telephone manner.
• Resilience in managing difficult conversations.
• Organised, self-motivated and a team player.
• Ability to work under pressure and prioritise tasks.
• Commitment to doing the very best for customers.
• Professional and clear communicator with the ability to build strong customer relationships.
• Technical aptitude.

Responsibilities

• Using listening and influencing skills to retain customers.
• Build rapport with customers and go the extra mile to secure the customer base.
• Be supportive and attentive to understand customer issues.
• Address cancellations within the business SLAs.
• Provide accurate reporting on retentions for line manager and directors.
• Update client agreements, accounts, paperwork and the CRM in a timely manner.
• Build renewal quotes with detailed notes for a smooth ordering process.
• Negotiate with vendors to get the best cost possible.
• Hit revenue renewal targets and margins.
• Identify high risk customers and work with customer experience to bring them back on track.

Skills

Excellent telephone manner

Resilience

Organised & team player

Work under pressure

Prioritisation

Customer commitment

Clear communicator

Technical aptitude

Relationship building

Job description

Exponential-e Group is seeking a customer-focused representative to maximise renewals and maintain high levels of customer satisfaction across our cloud, connectivity and communications services. You will act as a key contact for Customers and Account Managers, supporting quotes and order-related queries and helping to preserve long-term client relationships.

Join a people-focused team where resilience, excellent communication, and a proactive approach to problem-solving are valued as part of