Sr Customer Retention Specialist

About the role

Responsible for the independent day-to-day management of strategic venue relationships and customer account activity in an effort to minimize contractual variances related to the financial obligations of commenced agreements/contracts.

Responsibilities

• Support strategic venue partnerships by developing strong stakeholder relationships, proactively addressing customer concerns, and collaborating across teams to drive long-term retention and business growth.
• Serve as subject matter expert on complex contract issues and provide support and guidance to other team members.
• Negotiate directly with customers on existing contract terms to accomplish company quarter and year-end cash flow and revenue assurance goals.
• Analyze revenue streams and contract terms in conjunction with accounts receivable balances in order to prioritize open balances and identify trends.
• Develop action plans to resolve contractual variances within definitive time periods to ensure revenue and account balances are recorded accurately.
• Analyze multiple data points to categorize issue drivers, complete trend analysis, identify changes in revenue, and mitigate financial risk to the company.
• Develop reporting, correspondences, presentations, etc. to facilitate resolutions with internal departments and Customers.
• Independently manage a portfolio with the average responsibility of 15,000 sites with associated $10M+ in monthly revenue and cash flow.
• Minimize future variances through mastering contract knowledge, internal and external operating systems and processes.
• Work in partnership with team members and management to develop and deliver customer presentations to both internal and external audiences.
• Collaborate with and mentor team members on customer retention best practices to ensure consistent and timely problem solving.
• Deliver unparalleled customer service through communication with Customers, internal departments, and senior management.
• Research, analyze, and facilitate/process billing where appropriate to ensure contract compliance.

Requirements

• Minimum of five (5) or more years in accounting, customer service, financial analysis, and/or contract administration.
• Minimum of two (2) or more years in customer service, project management, and/or contract management.
• Previous supervisory experience preferred.
• Demonstrated mastery in MS Excel; working with multiple spreadsheets, 25,000+ lines of data, pivot tables and V lookups.
• Contract interpretation background.
• Excellent customer service skills.
• Analysis and Reporting – confidence to accurately present data to all levels of management.
• Project Management skills – develop plan to meet goals and see immediate and long-term impacts of actions.
• Communication skills – presentation, leadership, and negotiation skills.
• Independent judgment and creativity applied to negotiating and resolving contract issues.