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- Tasks: Help retain customers by negotiating contracts and resolving issues.
- Company: Join a dynamic team focused on customer satisfaction and business growth.
- Benefits: Enjoy a supportive work environment with opportunities for professional development.
- Why this job: Make a real impact by protecting revenue and building strong client relationships.
- Qualifications: High school diploma required; sales experience and CRM knowledge preferred.
- Other info: Work in a fast-paced, target-driven environment with a focus on teamwork.
The predicted salary is between 28800 - 43200 £ per year.
The Retention Specialist will be responsible for mitigating business revenue and profitability risk through commercial issue identification, issue investigation & resolutions and the end-to-end contract negotiation of existing customers assigned to non-book of business portfolio clients, providing renegotiation of existing agreements and managing customer contract lifecycles through negotiation to renewal/ termination off boarding.
Key Job Activities:
Facilitate communications on behalf of the business, verbal &/or written, including the negotiation of contracts for existing customers, who are seeking to reduce volume &/or frequency of service / terminate agreements of service or for those who pose risk to future account/revenue attrition.
Be the subject matter expert of commercial contracts, of BU specific services for customer queries relating to commercial agreements, terms and conditions & commercial financial aspects.
Proactively engage with customers who have been identified as ‘being a’ or ‘at’ risk of; revenue loss, &/or cancellation of services, using approved sales tactics and strategies to maintain active customer status.
Utilise value-based sales skills to establish client’s existing service issues and needs, explain contract obligations if any (i.e., contract specific terms, e.g., liquidated damages etc.), provide alternatives for consideration (i.e., Collection schedules/ products/pricing, etc.), sell the value of the recommended solution, and retain/up-sell revenue.
Effectively utilise technology-based CRM (Customer Relationship Management) tool for lead follow-up, sale cycle disposition, pipeline management, forecasting and lost opportunity tracking.
Ensure all communications, client interactions, pricing commitments, agreements & approvals are efficiently logged and maintained within the business recognised CRM (Currently SFDC), ensuring clarity and transparency to all users, including for auditing and reporting purposes.
Work with & support cross functional team members including but not limited to; transportation, MD/billing, collections, and customer experience departments, to assist in providing satisfactory resolutions to customer enquiries in order to promote strong client relationships & retain business.
Exercise appropriate level of discretion for credits and approvals in accordance with departmental policies by utilising the tools and technology provided.
To conduct strategic and time bound activities in support of proactive attrition protection as to be determined by local leadership.
Required Education: High School or equivalent.
Preferred Education: Associate’s or equivalent.
Experience (EMEAA):
Must be qualified to work in the UK and have a clean criminal records check.
University/college education or similar relevant sales / commercial experience preferred.
Strong computer literacy, including but not limited to, Microsoft Office suite.
Proficient in the use & understanding of CRM systems, Salesforce, preferred
Excellent time management, self-discipline & organisational skills.
Energetic, highly motivated & results oriented with a constant positive attitude – motivated by success.
A strong negotiator with exceptional listening skill, with the ability to understand, interpret and match the circumstances to a desirable outcome suitable to all parties.
Experience of operating within a competitive, high-pressure environment, preferably as part of a target driven team.
Ability to be able to operate under pressure in a high volume, competitive telesales environment, both individually and as part of a team.
Stericycle
Sale M33 7JQ
Location
Sale M33 7JQ
Retention Specialist employer: Stericycle
Contact Detail:
Stericycle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retention Specialist
✨Tip Number 1
Familiarize yourself with the key aspects of contract negotiation and retention strategies. Understanding the nuances of commercial contracts will give you an edge in discussions and help you articulate your value during interviews.
✨Tip Number 2
Brush up on your CRM skills, especially with Salesforce. Being proficient in CRM tools is crucial for this role, so showcasing your experience with these systems can set you apart from other candidates.
✨Tip Number 3
Demonstrate your ability to handle high-pressure situations. Prepare examples from your past experiences where you successfully managed customer relationships or resolved conflicts under tight deadlines.
✨Tip Number 4
Showcase your negotiation skills by preparing for role-play scenarios. Practice how you would approach a customer looking to terminate their contract, focusing on how to retain their business through effective communication and problem-solving.
We think you need these skills to ace Retention Specialist
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Retention Specialist. Highlight your experience in contract negotiation, customer relationship management, and your ability to mitigate revenue loss in your application.
Tailor Your CV: Customize your CV to reflect relevant skills and experiences that align with the job description. Emphasize your negotiation skills, experience with CRM systems, and any previous roles that involved customer retention or sales.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Use specific examples from your past experiences that demonstrate your ability to handle customer issues, negotiate contracts, and maintain client relationships.
Highlight Relevant Skills: In your application, make sure to highlight key skills such as time management, organizational abilities, and your proficiency with technology, especially CRM tools like Salesforce. These are crucial for the Retention Specialist position.
How to prepare for a job interview at Stericycle
✨Understand the Role
Make sure you have a clear understanding of the Retention Specialist role and its responsibilities. Familiarize yourself with contract negotiation processes and how to mitigate revenue risks, as these will be key topics during your interview.
✨Showcase Your Negotiation Skills
Prepare examples from your past experiences where you successfully negotiated contracts or resolved customer issues. Highlight your ability to listen and adapt to different situations to achieve favorable outcomes for all parties involved.
✨Demonstrate CRM Proficiency
Be ready to discuss your experience with CRM systems, particularly Salesforce. Share specific instances where you utilized technology to manage customer relationships, track sales cycles, or improve communication efficiency.
✨Exhibit a Positive Attitude
Throughout the interview, maintain an energetic and positive demeanor. Employers are looking for candidates who are motivated by success and can thrive in a high-pressure environment, so let your enthusiasm shine through.
