The Client Retention Specialist will serve as a trusted advisor and escalation point for merchants using the client’s POS solutions. This role is responsible for strengthening client relationships, reducing churn, and driving long-term satisfaction by providing advanced support, account management, and retention strategies.
Key Responsibilities
· Act as the primary point of contact for escalated merchant issues related products.· Analyze client account activity, payment processing trends, and system usage to proactively identify risks of churn.
· Partner with merchants to resolve technical, billing, and product-related concerns that impact retention.
· Deliver tailored solutions, product education, and upsell/cross-sell opportunities to deepen client engagement.
· Collaborate with Technical Support, Sales, and Product teams to ensure client needs are fully met.
· Document client interactions, resolutions, and retention strategies in CRM tools.?
· Track and report on retention metrics, including churn drivers and resolution outcomes.?
· Maintain expert-level knowledge of client’s products, integrations, and value propositions.
