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Customer Retention Specialist
2 settimane fa
About UsSpoki is an innovative solution that helps businesses communicate effectively with their customers through conversational channels.We are a dynamic and growing team, focused on our customers' success and on the continuous improvement of our product.The RoleWe are looking for aCustomer Retention Specialistto join ourOnboarding Team.This role is strategic and crucial in maintaining and strengthening our customer base, actively working to prevent churn and maximize logo retention.You will be responsible for constantly monitoring risk signals, promptly engaging with customers who have canceled or not renewed their subscriptions, understanding the reasons behind their decisions, and implementing effective strategies to retain them.This is a goal-oriented position: you will have clear retention and recovery targets to achieve, with the opportunity to make a tangible impact on company results.Key ResponsibilitiesProactive retention monitoring:analyze metrics and KPIs to identify customers at risk of churnStrategic outreach:contact (via phone, email, or video call) customers who have canceled or not renewed to understand their motivations and offer tailored solutionsCustomer recovery:develop and implement personalized strategies to win back lost customers and prevent further cancellationsGoal achievement:work toward monthly targets for retention rate and recovered customersAnalysis and insights:gather feedback from departing customers and turn it into strategic insights to improve the product and internal processesCross-functional collaboration:work closely with the Onboarding and Customer Success teams to identify areas for improvement and optimize the customer experienceReporting:track and report retention activity results, including lost and recovered customers, to measure intervention effectivenessRequirementsLanguage skills:fluent in Italian and EnglishExcellent communication skills:able to handle challenging conversations with active listening and empathyStrong commercial mindset:negotiation, persuasion, and closing abilitiesResults-driven:accustomed to working toward targets and performing under pressureAnalytical mindset:able to interpret data and metrics to make informed decisionsProblem-solving skills:able to quickly understand complex issues and propose effective solutionsResilience:able to handle rejection and tension while maintaining professionalism and motivationWho We're Looking ForWe're looking for a sharp, smart, and dynamic person — someone eager to take initiative and find creative solutions to challenges.We value people who don't settle for the status quo, who learn fast, and who want to contribute actively to the company's growth.If you're proactive, entrepreneurial, and adaptable to change, this is the right role for you.Preferred QualificationsPrevious experience in customer retention, churn prevention, or account management rolesFamiliarity with CRM and customer success tools (e.G. HubSpot)Experience in SaaS or tech environmentsBackground in sales or customer successWhat We OfferSalary:€26,000 – €30,000 gross per year, based on experienceWork mode:preferably in personGrowth opportunitiesin a rapidly expanding companyStrategic rolewith a direct impact on business performanceDynamic and collaborative work environmentOpportunity to contributedirectly to product improvementLocationSan Vito dei Normanni – Brindisi
