Retention & Renewal Specialist

ProducePay; Lahore; On-site; PKR 893,000 - 1,339,000; Full time

Job summary

Motive is seeking a Save Specialist (CSA) to help customers derive lasting value from their partnership. You will build trusted relationships and support customers considering cancellation, reducing spend, changing plans, or renewal.

You will diagnose why the customer’s business changed and guide them toward the best path forward, including renewals, right-sizing, or, if needed, a cancellation.

Qualifications

• 2+ years of experience in a customer-facing role such as customer success, customer support, account management, retention, consultative sales, or collections.
• Strong ability to build and maintain customer relationships with empathy, professionalism, and sound judgment.
• Excellent written, verbal, and presentation skills in English.
• Effective listening, discovery, negotiation, objection handling, and problem solving skills.
• Ability to identify the business problem behind a customer request and recommend a responsible next step.

Responsibilities

• Manage inbound and proactive customer conversations related to retention, renewal, cancellation, and account changes.
• Conduct thoughtful discovery to understand the customer’s business goals, changes, challenges, urgency, and desired outcome.
• Identify root causes related to budget, utilization, product fit, service experience, support, billing, fleet changes, or broader business conditions.
• Handle large volume of phone conversations and email inquiries
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
• Recommend practical, customer centered solutions, including issue resolution, right-sizing, renewal options, early renewal, multi year structures, or other approved paths.
• Coordinate with internal teams to resolve customer issues, maintain ownership of the customer experience, and provide clear expectations for next steps.
• Identify qualified opportunities for longer term planning, payment solutions, or expansion when they align with the customer’s needs and a healthy retention path has been established.
• Maintain accurate records of customer health, root cause, business impact, customer experience, actions, follow ups, and final outcomes.

Skills

Customer-facing experience

CRM experience

English fluency

Negotiation

Problem solving

Communication skills

Tools

CRM software

Job description

Motive is seeking a Save Specialist (CSA) to help customers derive lasting value from their partnership. You will build trusted relationships and support customers considering cancellation, reducing spend, changing plans, or renewal.

You will diagnose why the customer’s business changed and guide them toward the best path forward, including renewals, right-sizing, or, if needed, a cancellation.