Sales Retention Specialist at Emergency Response Africa (ERA)

Job Overview

• The Sales Retention Specialist will focus on maintaining and enhancing relationships with existing clients to ensure their long-term satisfaction and loyalty. The role is key in identifying client needs, and proactively offering solutions that align with our products or services. You will work closely with the commercial teams to resolve issues, provide valuable insights, and increase customer retention rates.

Key Responsibilities

• Client Relationship Management: Build and nurture long-term relationships with clients, serving as their primary point of contact for all retention-related concerns.
• Retention Strategy: Develop and implement strategies to retain customers, including identifying at-risk clients, creating personalized offers, and communicating product updates or benefits.
• Issue Resolution: Quickly address and resolve client concerns, complaints, or issues to ensure client satisfaction and prevent churn.
• Upselling and Cross-Selling: Identify opportunities for upselling or cross-selling products/services that align with clients’ needs and preferences.
• Client Feedback: Conduct regular feedback sessions with clients to understand their experience and identify ways to improve our services.
• Performance Metrics: Achieve and exceed retention targets, client satisfaction scores, and other performance metrics as set by the sales leadership team.
• Collaboration: Work closely with the sales, customer service, and marketing teams to develop campaigns and materials aimed at increasing client loyalty.
• Product Knowledge: Maintain a strong understanding of company products and services to effectively communicate their value to clients and identify solutions tailored to client needs.
• Reporting: Prepare and present regular reports on retention efforts, customer feedback, and success rates to management.

Qualifications

• Bachelor’s degree in Sales, Marketing, Business Administration, or a related field.
• Minimum of 2-3 years of experience in sales, customer success, account management, or a related retention-focused role.
• Strong interpersonal and communication skills
• Excellent problem-solving and negotiation abilities
• Ability to build strong relationships and foster customer loyalty
• Data-driven mindset with the ability to analyze retention trends
• Proficiency in CRM software (e.g., Salesforce, HubSpot) and Microsoft Office Suite
• Strong organizational skills and attention to detail