Verified Job
Advertising - Public Relations
Customer Retention Specialist - Spanish
Advertising - Public Relations
#731782
Remote / WFH
Contactpoint 360
Job Description
We are seeking a highly driven and detail-oriented Commercial Renewals and Customer Retention Specialist to manage the end-to-end customer renewal lifecycle while supporting customer retention, revenue protection, and timely collection of outstanding payments. This role is responsible for coordinating renewal activities, maintaining strong customer relationships, reducing account churn, resolving billing inquiries, negotiating renewal and payment terms, and collaborating with cross-functional teams to deliver an exceptional customer experience.
Key Responsibilities
Manage the full customer renewal lifecycle, including renewal notifications, quote preparation, customer follow-ups, contract renewals, and response tracking.
Proactively contact customers regarding upcoming renewals, overdue invoices, outstanding balances, and billing-related inquiries.
Negotiate renewal terms, payment arrangements, and contract extensions in accordance with company policies.
Build and maintain strong customer relationships to maximize customer retention and minimize churn.
Identify at-risk renewal opportunities and escalate complex issues to senior team members when appropriate.
Identify opportunities for account growth through upselling and cross-selling during the renewal process.
Resolve customer inquiries related to renewals, subscriptions, contracts, and billing in a professional and timely manner.
Maintain accurate customer, renewal, collections, and account information within Salesforce CRM.
Collaborate closely with Sales, Finance, Customer Success, and other internal stakeholders to ensure a seamless customer experience.
Prepare and maintain renewal forecasts, collections reports, pipeline updates, and account status reports.
Consistently achieve or exceed renewal, collections, customer retention, and revenue targets.
Qualifications
Minimum of 2+ years of experience in renewals, customer retention, account management, collections, business development, or inside sales within a B2B software or technology environment.
Experience using Salesforce CRM for pipeline management, reporting, and workflow management.
Strong understanding of subscription, direct sales, channel sales, or customer renewal models.
Excellent negotiation, communication, relationship management, and customer service skills.
Demonstrated ability to manage difficult customer conversations while maintaining a positive customer experience.
Strong organizational, analytical, and time-management skills with the ability to manage multiple priorities.
Self-motivated with the ability to work independently while collaborating effectively with cross-functional teams.
Fluent in spoken and written English & Spanish language.
Experience with network monitoring, cybersecurity, or IT infrastructure solutions is an asset.
Customer-focused with a results-oriented approach to revenue retention, renewals, and collections.
Key Responsibilities
Manage the full customer renewal lifecycle, including renewal notifications, quote preparation, customer follow-ups, contract renewals, and response tracking.
Proactively contact customers regarding upcoming renewals, overdue invoices, outstanding balances, and billing-related inquiries.
Negotiate renewal terms, payment arrangements, and contract extensions in accordance with company policies.
Build and maintain strong customer relationships to maximize customer retention and minimize churn.
Identify at-risk renewal opportunities and escalate complex issues to senior team members when appropriate.
Identify opportunities for account growth through upselling and cross-selling during the renewal process.
Resolve customer inquiries related to renewals, subscriptions, contracts, and billing in a professional and timely manner.
Maintain accurate customer, renewal, collections, and account information within Salesforce CRM.
Collaborate closely with Sales, Finance, Customer Success, and other internal stakeholders to ensure a seamless customer experience.
Prepare and maintain renewal forecasts, collections reports, pipeline updates, and account status reports.
Consistently achieve or exceed renewal, collections, customer retention, and revenue targets.
Qualifications
Minimum of 2+ years of experience in renewals, customer retention, account management, collections, business development, or inside sales within a B2B software or technology environment.
Experience using Salesforce CRM for pipeline management, reporting, and workflow management.
Strong understanding of subscription, direct sales, channel sales, or customer renewal models.
Excellent negotiation, communication, relationship management, and customer service skills.
Demonstrated ability to manage difficult customer conversations while maintaining a positive customer experience.
Strong organizational, analytical, and time-management skills with the ability to manage multiple priorities.
Self-motivated with the ability to work independently while collaborating effectively with cross-functional teams.
Fluent in spoken and written English & Spanish language.
Experience with network monitoring, cybersecurity, or IT infrastructure solutions is an asset.
Customer-focused with a results-oriented approach to revenue retention, renewals, and collections.
