F - Customer Retention Specialist

Location: Remote

Customer Retention Specialist 

Company Overview:
At FoodChain ID, we are driven by our vision to make it easier to keep the food supply chain safe and transparent. As a global leader in food safety, compliance, and product innovation solutions, we support more than 30,000 companies across more than 100 countries with a comprehensive software platform that enables leading food manufacturers and retailers to manage compliance, risk, and efficiently access new markets and consumers as the New Food Economy continues to evolve.

Position Overview: The Customer Retention Specialist will focus exclusively on customer retention, particularly for unmanaged accounts. This role involves managing the renewal process, communicating directly with clients, and ensuring timely and accurate renewals. The specialist will support account managers by researching and gathering necessary information, such as usage data, previous contracts, and user counts, to facilitate the renewal process for managed accounts. Candidates should have experience in retention or sales support but do not require prior account management experience. 

Key Responsibilities: 

• Manage the renewal process for unmanaged accounts, including drafting, communicating, and finalizing renewal contracts.

• Conduct customer satisfaction surveys to gauge client sentiment and identify areas for improvement.

• Monitor client usage statistics and proactively reach out to clients with low usage to understand challenges and offer support.

• Coordinate additional training sessions to help clients maximize their usage of their current products.

• Collaborate with account managers by providing detailed research and documentation to assist in the renewal process for managed accounts.

• Prepare and send renewal contracts to clients in a timely manner.

• Ensure that all renewal documents are accurate and reflect the most current terms and pricing.

• Maintain detailed records of renewal status and communication with clients in Salesforce.

• Identify and address potential challenges in the renewal process, escalating to the Customer Success Director when necessary.

Qualifications: 

• Experience in customer retention or sales support roles.

• Strong communication and organizational skills.

• Ability to work independently and manage multiple renewals simultaneously.

• Attention to detail and a focus on accuracy in documentation and communication.

• Familiarity with CRM software and contract management tools is a plus.