The Client Retention Specialist serves as a trusted advisor and escalation point for merchants using the client’s POS solutions. This role focuses on strengthening client relationships, reducing churn, and driving long-term satisfaction through advanced support, account management, and retention strategies.
Hours of Operation: Monday - Friday 7am-5pm CST
Key Responsibilities
- Act as the primary point of contact for escalated merchant issues related to products.
- Analyze client account activity, payment processing trends, and system usage to proactively identify churn risks.
- Partner with merchants to resolve technical, billing, and product-related concerns impacting retention.
- Deliver tailored solutions, product education, and upsell or cross-sell opportunities.
- Collaborate with Technical Support, Sales, and Product teams to fully address client needs.
- Document client interactions, resolutions, and retention strategies in CRM tools.
- Track and report retention metrics, including churn drivers and resolution outcomes.
- Maintain expert-level knowledge of client products, integrations, and value propositions
