Client Retention Specialist

2 weeks ago

New York, New York, United States RapidRatings Full time
Job Overview

Salary: $75,000-$95,000 base + bonus

We are seeking a skilled and results-oriented Renewal Manager to enhance our Client Success division. In this pivotal role, you will oversee a portfolio of 60-80 accounts, concentrating on both client retention and growth initiatives. As a key contributor, you will be instrumental in preserving essential client relationships and uncovering opportunities for expansion to secure future success.

Key Responsibilities:
  • Account Oversight: Serve as the primary account manager for a designated group of clients, ensuring effective program execution and positive business outcomes. This involves conducting regular performance reviews, crafting strategic account plans, maintaining a schedule of client interactions, and providing advisory services to support the establishment of robust financial health programs.
  • Business Insight & Analytical Thinking: Cultivate a deep understanding of clients' businesses through thorough discovery processes that reveal customer needs and align them with RapidRatings solutions.
  • Achieve Retention and Growth Targets:
    • Timely Client Engagements: Execute client success initiatives promptly, identifying potential upsell opportunities.
    • Retention Planning: Formulate and implement comprehensive strategies aimed at maximizing customer satisfaction and reducing churn rates.
    • Negotiation Tactics: Develop and execute negotiation strategies for a high volume of renewals, enhancing contract value while reinforcing client satisfaction and trust.
    • Contract Management: Lead negotiations with existing clients, ensuring advantageous terms and conditions while optimizing revenue potential.
    • Forecasting & Reporting: Create and manage strategies to achieve strong renewal and expansion rates. Develop a solution vision for clients and actively manage the buying cycle. Document and track these strategies in Salesforce to support corporate reporting, and regularly update senior leadership on risks and opportunities.
  • Collaborative Engagement: Work closely with internal teams, including sales, client support, and product development, to enhance client engagement and satisfaction.
  • Product Expertise: Become proficient in the Financial Health System. Collaborate with Client Delivery and Operations to provide training, program design guidance, and technical support to empower clients.
  • Client Representation: Act as an advocate for clients within the organization, ensuring their needs and interests are communicated to internal teams.
Who You Are:
  • A driven and strategic thinker who develops existing and new revenue streams.
  • A skilled relationship builder who fosters partnerships based on transparency and mutual benefit.
  • An initiative-driven individual, constantly seeking to improve processes to achieve organizational growth.
  • A proficient communicator, comfortable engaging with senior leadership in enterprise-level organizations.
  • A curious individual with a relentless drive for results.
Qualifications:

We are looking for candidates with:

  • 2-3 years of experience in SaaS technology roles related to Client Success and Renewal Management.
  • Strong collaboration and communication skills, capable of engaging effectively with various stakeholders.
  • Advanced negotiation skills.
  • Prior experience in a quota-carrying position.
  • Ability to manage multiple tasks effectively under tight deadlines.
  • Strong organizational skills with a proven ability to handle various responsibilities in a fast-paced environment.
  • Excellent presentation and written communication skills.
  • A positive attitude and a strong drive for results.
  • Experience in software/SaaS within financial services or supply chain risk management is preferred.
  • Familiarity with MS Excel, Salesforce, Gong, and CSM platforms is advantageous.

Why Choose RapidRatings?

At RapidRatings, we cultivate an environment where employees are recognized for their contributions and empowered to excel. We believe that diversity in backgrounds and perspectives fosters innovation and enhances decision-making, which is vital for our long-term success. We offer a competitive compensation and benefits package, a flexible work environment, unlimited self-managed PTO, and opportunities for continuous learning and development. Here, you are valued as an individual making a significant impact.

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