Retention Advisor Managed Accounts

We\’re excited to welcome an enthusiastic and motivated Retentions Advisor to join our Customer Success team here at Culligan!

As a Retentions Advisor your primary responsibility is collaborating closely with all Customer Success Teams to safeguard our customer database within our Key and Managed account combined portfolio. You will ensure customer satisfaction, customer retention, and long-term loyalty is at the forefront.

This role is vital in ensuring the success and longevity of our Key and Managed accounts. Your proactive approach to account health, customer experience, and retention will directly impact the company\’s growth and revenue. Through working closely with Customer Success Managers and other teams, you will play a pivotal role in fostering strong customer relationships and driving mutual success.

What this role involves:

• Conducting regular and thorough account health assessments for Key and Managed accounts
• Identifying opportunities for improvement and growth, proactively addressing potential issues
• Proactively manage unearthed customer-impacting issues to a resolution to safeguard the portfolio

• Identifying at-risk accounts and formulate action plans to mitigate churn risks
• Acting as a trusted partner for our Managed and Key Accounts – building rapport with key contacts

• Collaborating with Customer Success Teams to create exceptional customer experience
• Working closely with cross-functional teams to align strategies and ensure a unified customer experience
• Remaining considerate of all workstream business objectives and commercials
• Identifying customer advocates within the portfolio to leverage their support in driving growth and referrals
• Gathering customer feedback and share it with relevant teams for improvement and service enhancement

What we\’re looking for:

• Strong negotiation skills at a B2B level
• Expertise in Customer Retention
• Strong oral and written skills, building and leading rapport at all levels internally and externally.
• Ability to handle diverse and competing priorities against a deadline.

• 23 days\’ holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance

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