Retention Executive

Truckoom; Islamabad; On-site; PKR 670,000 - 1,004,000; Full time

Job summary

Truckoom is seeking a Retention Agent to own a UAE renewals portfolio across Trace, Asateel and SecurePath. You will manage renewals end-to-end from expiry forecast to closure, handling outreach and objections directly.

The role is based in Islamabad and involves close collaboration with the Retention Manager on forecasting, escalations, and risk. Strong English and CRM experience are required.

Qualifications

• 1–2+ years in renewals, retention, telesales or account management in a SaaS/BPO environment.
• Strong verbal and written English; comfortable speaking with UAE-based clients.
• Based in Islamabad or willing to work from Islamabad.

Responsibilities

• Own a defined UAE client renewals book from expiry forecast to closed renewal.
• Proactively reach out to clients ahead of expiry via calls, WhatsApp, and email.
• Track renewal status, next-action dates and follow-ups in the CRM.
• Handle conversations on pricing, service concerns and subscription terms.
• Identify and address at-risk accounts before lapse; address pricing/competition concerns.
• Escalate accounts needing commercial exceptions or technical intervention to the Retention Manager with context.
• Generate certificates for applicable subscriptions upon activation or renewal.
• Apply for and track relevant permits tied to certified subscriptions.

Skills

CRM systems

English proficiency

Renewals

Objection handling

BPO/SaaS experience

Islamabad base

Tools

ERPNext/Frappe

Job description

The Retention Agent is responsible for managing a portfolio of UAE-based client renewals across Truckoom's Trace, Asateel, and SecurePath subscriptions. This is an experienced individual-contributor role - the agent owns their renewal pipeline end-to-end, handles client outreach and objection-handling directly, and keeps CRM records clean and current. The role sits within the Islamabad retention team, working closely with the Retention Manager on forecasting, escalations, and account risk.

Key Responsibilities

• Own a defined book of UAE client accounts and manage renewals from expiry forecast through to closed renewal
• Proactively reach out to clients ahead of subscription expiry via calls, WhatsApp, and email
• Track renewal status, next-action dates, and follow-ups accurately in the CRM
• Handle day-to-day client conversations on pricing, service concerns, and subscription terms
• Identify and address at-risk accounts before lapse - pricing pushback, competitor interest, service dissatisfaction
• Escalate accounts requiring commercial exceptions or technical intervention to the Retention Manager with clear context
• Generate certificates for applicable subscriptions upon activation or renewal
• Apply for and track relevant permits tied to certified subscriptions, ensuring timely submission and follow-up to completion

Account & Data Hygiene

• Maintain accurate, up-to-date records for every account in the assigned portfolio
• Support handover documentation when accounts move between agents or teams
• Reporting
• Provide daily/weekly updates on portfolio status, renewal forecasts, and at-risk accounts to the Retention Manager
• Contribute accurate inputs to team-level MIS and forecasting

Requirements

• 1-2+ years of experience in renewals, retention, telesales, or account management - ideally in a BPO, subscription, or SaaS/services environment
• Strong verbal and written English; comfortable speaking directly with UAE-based clients
• Proven ability to handle objections and hold renewal conversations independently, with minimal hand-holding
• Working proficiency with CRM systems; ERPNext/Frappe experience is a plus
• Comfortable with basic reporting and CRM discipline (accurate, timely data entry)
• Based in or willing to work from Islamabad

Nice to Have

• Prior experience with GPS fleet management, telematics, or IoT subscription products
• Exposure to UAE market client communication norms

Key Performance Indicators (KPIs)

• Individual renewal rate (%) on assigned portfolio
• Churn/attrition rate on assigned accounts
• CRM data hygiene / timeliness of updates
• Call/outreach activity volume and quality
• Escalation quality (clear, timely, well-documented)