Customer Loyalty & Retention Manager

Liquid Env Solutions of Texas; Irving (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive salary with bonuses

Health, dental, and vision insurance

401(k) retirement plan

Ongoing training and careerdevelopment

Job summary

Liquid Environmental Solutions is seeking a proactive Customer Loyalty Manager to strengthen C sitions, prevent cancellations, and ensure satisfaction during service changes. You will drive retention, upsell opportunities, and serve as the primary contact for client inquiries.

The role emphasizes strategic problem-solving, market awareness, and collaboration with field teams to coordinate service schedules and deliver exceptional customer experiences.

Qualifications

• Proven experience in account management or customer success.
• Strong communication, negotiation, and interpersonal skills.
• Demonstrated ability to resolve conflicts and retain customers under challenging circumstances.
• Familiarity with CRM systems and standard business software.
• Industry knowledge in grease trap cleaning and wastewater services is a plus, but not required.

Responsibilities

• Proactively engage with customers at risk of cancellation to understand concerns and offer alternative solutions that meet their needs.
• Develop and implement strategies to retain customers during pricing adjustments, ensuring transparency and value communication.
• Monitor customer satisfaction and loyalty metrics to identify trends and opportunities for improvement.
• Build and maintain strong, long-lasting relationships with existing clients.
• Serve as the primary point of contact for customer inquiries, concerns, and service requests.
• Understand the unique needs of each client and provide personalized support and solutions.
• Respond promptly and professionally to customer inquiries via phone, email, and other channels.
• Collaborate with field teams to coordinate service schedules and ensure customer expectations are met or exceeded.
• Resolve customer issues efficiently and empathetically, ensuring a positive experience.
• Identify opportunities to upsell or cross-sell additional services that add value for the customer.
• Educate clients on the benefits of our full range of services.
• Meet or exceed sales and retention targets.
• Maintain accurate and up-to-date customer records in the CRM system.
• Track and report on customer interactions, retention efforts, and feedback.
• Provide insights and recommendations based on customer data and trends.
• Stay informed about industry trends, regulations, and competitive offerings.
• Use market knowledge to anticipate customer needs and provide proactive solutions.

Skills

Account management

Customer success

CRM experience

Communication

Negotiation

Interpersonal skills

Tools

CRM software

Job description

Liquid Environmental Solutions is seeking a proactive Customer Loyalty Manager to strengthen C sitions, prevent cancellations, and ensure satisfaction during service changes. You will drive retention, upsell opportunities, and serve as the primary contact for client inquiries.

The role emphasizes strategic problem-solving, market awareness, and collaboration with field teams to coordinate service schedules and deliver exceptional customer experiences.