Client Success & Retention Specialist

5 North Media Inc.; California; Sur place; USD 50 000 - 85 000; Plein temps

Résumé du poste

5 North Media Inc. is seeking a proactive Client Relations & Retention Specialist in the San Diego area to focus on client satisfaction, retention, and long-term account stability.

You will be the primary contact for inquiries, manage cancellation conversations with a retention-first approach, and lead renewal efforts to recontract existing customers. The role requires learning all company services, educating clients, and identifying opportunities to grow within accounts while coordinating

Qualifications

• 2+ years of experience in client relations, account management, retention, or inside sales.
• Experience handling cancellation conversations and resolving client concerns.
• Comfortable discussing billing matters and following up on outstanding balances.
• Strong communication skills with the ability to navigate difficult conversations professionally.
• Highly organized and capable of managing multiple accounts.
• Proficiency in CRM systems.
• Self-motivated, detail-oriented, and eager to learn complex service offerings.

Responsabilités

• Serve as the main point of contact for client inquiries, service requests, and account concerns.
• Manage cancellation requests with a retention-first mindset, offering solutions.
• Lead renewal and recontracting efforts for existing customers.
• Proactively maintain consistent communication to strengthen client relationships and prevent churn.
• Provide thoughtful follow-up to ensure client satisfaction and long-term partnership.
• Develop a comprehensive understanding of all company services and offerings.
• Provide product education and training to clients to ensure they fully utilize services.
• Identify opportunities to enhance or expand services within existing accounts.
• Introduce new services and solutions aligned with client needs.
• Work closely with the administrative department to address billing inquiries and account discrepancies.
• Assist in resolving invoice questions and ensuring accurate records.
• Participate in collections efforts by following up on past-due balances in a professional manner.
• Maintain clear communication with clients regarding payment expectations and status.
• Maintain accurate CRM records of all client interactions and account updates.
• Coordinate with internal teams to ensure smooth service delivery and issue resolution.

Connaissances

Client relations

Account management

Retention strategies

Inside sales

Outils

CRM systems

Description du poste

5 North Media Inc. is seeking a proactive Client Relations & Retention Specialist in the San Diego area to focus on client satisfaction, retention, and long-term account stability.

You will be the primary contact for inquiries, manage cancellation conversations with a retention-first approach, and lead renewal efforts to recontract existing customers. The role requires learning all company services, educating clients, and identifying opportunities to grow within accounts while coordinating