Retention Specialist

SpotOn provides flexible payment and software technology solutions to help restaurants and small businesses compete and win. The company offers seamless point-of-sale systems and integrated restaurant management solutions designed to increase profits and improve customer and employee experiences. SpotOn has been recognized as one of Fast Company's Most Innovative Companies of 2024 and has received awards such as Great Places to Work and Built In’s Best Workplaces for three consecutive years.

• Strong communication, influence, and problem-solving skills; able to collaborate across teams and engage stakeholders.
• High emotional intelligence with exceptional written and verbal communication for client-facing interactions.
• Ability to manage multiple clients, cases, and projects in a fast-paced environment.
• Background in client retention, account management, or customer success with measurable success and a solutions-oriented, proactive mindset focused on retention and client satisfaction.
• Adaptable and agile, able to navigate complexity and ambiguity while meeting deadlines.
• Knowledge of payment processing, SaaS, or software solutions industries.
• Strong English skills both verbal and written with technical aptitude to effectively engage with disgruntled clients and conduct proactive outreach.
• 1–3 years of relevant retention experience in account management, support, retention, or payment processing and/or software solutions industries.
• Availability to work in a hybrid work model, hours 14:00-22:00.

• Manage inbound and outbound client interactions, including Salesforce cases, emails, and churn alerts, with urgency and professionalism.
• Engage B and C segment clients to resolve dissatisfaction, restore accounts, and prevent churn.
• Conduct proactive health checks, risk assessments, and escalations to safeguard account retention.
• Collaborate with Sales, Support, and Client Success teams to resolve issues and recover at-risk accounts.
• Recommend tailored solutions, product enhancements, and pricing adjustments to retain clients.
• Negotiate cancellations and execute creative retention strategies to preserve recurring revenue.
• Maintain accurate documentation of all client interactions, resolutions, and outcomes.
• Meet retention KPIs and performance targets, while identifying trends to improve engagement and revenue.
• Execute proactive outreach to accounts showing early signs of disengagement.
• Maintain expert knowledge of SpotOn products and value propositions to support client success.
• Respond promptly to client inquiries and online feedback, ensuring timely resolution and positive experiences.
• Deliver high-quality, accurate work and outcomes by consistently adhering to documented processes, including Standard Operating Procedures (SOPs), Service Level Agreements (SLAs), and checklists.
• Review and verify outcomes before submission to maintain consistency and high-quality standards.
• Identify and address process gaps or errors to drive continuous improvement and operational excellence.

Availability to work in a hybrid work model, hours 14:00-22:00.