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Senior Customer Retention Specialist

LOCATION: Minneapolis, Minnesota
REMOTE ELIGIBLE: On-Site Only
TRAVEL REQUIREMENT: No travel required
REQUISITION ID: 2020-2971
<h4 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Overview</h4> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <p>ABILITY® Network is a leading information technology company helping providers and payers simplify the administrative and clinical complexities of healthcare through innovative applications and data analytics. ABILITY is headquartered in Minneapolis with principal offices in Boston and Tampa.</p> <p>We are committed to make ABILITY a great place to do great work, growing to benefit customers and employees alike.</p> <p>In the spirit of this commitment, we live by the following values:</p> <ul> <li>Help others: We are here to help - our customers and each other.</li> <li>Make it better: We continually improve and innovate to offer practical solutions.</li> <li>Do the right thing, always: We set and meet high standards in all that we do.</li> <li>Deliver extraordinary results together: We accelerate growth and achieve extraordinary results as a team.</li> </ul> <h5>Job Purpose:</h5> <p>The &nbsp;Senior Customer Retention Specialist&nbsp; is responsible for working with customers &nbsp;who are considering a reduction or cancellation of their services to understand their concerns and provide a solution to retain the customer and revenue&nbsp; &nbsp;This role will receive a triage of customers who are showing signs of a potential cancellation &nbsp;and will leverage their industry and product knowledge along with negotiation and sales techniques to achieve targeted goals&nbsp;and ultimately retain the customer &nbsp;This individual will meet with the customer to understand the reasons leading up a potential cancellation and will re-introduce and re-sell the products and services to demonstrate the value and how they can meet the customer’s needs. This individual will be empowered to repackage products and remain price competitive to retain the customer and revenue.&nbsp; A portion of this individual’s compensation will be commission that is based on saved/retained revenue.</p> </div> </div> </div> <h4 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Responsibilities</h4> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li>Conduct customer retention outreach on qualifying requests, case and issue research to re-sell current products or provide alternative options to ensure customer retention&nbsp;</li> <li>Retain customers by educating them on the benefits and value of ABILITY’s products and services</li> <li>Provide demos of the products and bring in Sales Strategy, when needed</li> <li>Submit referrals to the Training department to further educate customers on using the products</li> <li>Engage with the customer to understand their needs by probing and uncovering the root cause of customer concerns, build rapport, and negotiate to achieve a mutually beneficial solution</li> <li>Consult with customers about new products and benefits and forward upsell and cross sell sales leads to appropriate sales team</li> <li>Track and provide feedback to management that identifies customer pain points, trends, and competitive information to help determine solutions for future retention</li> <li>Track and report out on progress, status and other metrics related to customer retention activities and outcomes</li> <li>Build and maintain playbook reference toolkits for Customer Relations and tracking and trending customer feedback to assist with developing strategies for increasing customer loyalty</li> <li>Leverage Customer Centric™ sales techniques, process, and playbooks for customer retention tactics</li> <li>Maintain a solid understanding of ABILITY’s products and services</li> <li>Utilize Salesforce.com for contact management, opportunity tracking, customer save conversations</li> <li>Demo the applications and remain situationally market fluent</li> <li>Other duties as requested and/or determined</li> </ul> </div> </div> </div> <h4 class="iCIMS_InfoMsg iCIMS_InfoField_Job">Qualifications</h4> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li>Bachelor's degree or equivalent experience</li> <li>5 years of successful sales and/or customer retention experience</li> <li>Effective communicator in conflict resolution and creative problem solver</li> <li>Technology products and or healthcare experience is a plus</li> <li>Experience using Salesforce.com or similar CRM product preferred</li> <li>Proficiency with MS Office suite and other software applications</li> <li>Excellent verbal and written communication skills</li> <li>Strong phone skills and&nbsp;analytical skills</li> <li>Ability to set and manage multiple priorities</li> <li>Ability to build team unity, working with cross-functional and diverse groups</li> <li>Ability to work in a fast-paced environment</li> </ul> <p>Travel: 0%</p> </div> </div> </div>

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