Client Retention & Resolution Specialist

About Upfluence

Upfluence helps its customers tell their stories with powerful tools dedicated to the creator economy and social commerce.

Upfluence allows brands and agencies to collaborate with millions of social media creators and execute comprehensive influencer marketing campaigns. Since its launch in October 2016, Upfluence has yielded a monthly double-digit growth rate, and we are therefore seeking further expansion for our team and offices. Our rapidly growing global team is currently distributed between our offices in NYC, Los Angeles, Mexico City, Lyon, and Paris. 

As an Account Manager focused on Customer Retention & Resolution, you will play a critical role in maintaining and enhancing customer relationships. Your primary responsibility will be to identify at-risk customers, resolve issues related to contract terminations and renewals, and proactively work to retain customers. You’ll be a skilled negotiator, empathetic listener, and advocate for both the customer and the company, ensuring long-term customer satisfaction and retention.

Responsibilities

• Implement strategies to proactively retain customers who express a desire to exit their contracts early or have missed renewal deadlines.
• Identify at-risk customers and reach out to increase product adoption and retention.
• Develop initiatives to prevent contract cancellations and foster customer loyalty.
• Address customer concerns related to contract terminations and renewals, with a focus on problem-solving and conflict resolution.
• Manage escalated customer complaints and turn negative experiences into positive outcomes.
• Establish clear and empathetic communication channels with customers.
• Actively listen to customer concerns and provide timely, thoughtful responses.
• Understand the root causes of customer dissatisfaction and negotiate solutions that align with both the customer’s needs and the company’s goals.
• Present alternatives that encourage customers to continue using the product or service.
• Act as the voice of the customer within the company, ensuring feedback and concerns are communicated to relevant teams.
• Advocate for internal improvements that will increase customer satisfaction and reduce escalations.
• Proactively identify opportunities to enhance Upfluence’s reputation through positive customer interactions and relationship-building strategies.
• Continuously assess and improve customer resolution processes.
• Identify and suggest enhancements to minimize customer issues and escalations.
• Maintain comprehensive records of all customer interactions, including issues, resolutions, and feedback for internal reporting and analysis.
• Prepare and present regular reports on key customer retention metrics, including success rates in retaining customers and overall improvements in customer satisfaction.
• Work closely with sales, support, and product teams to develop solutions for customer concerns and improve customer experience across departments.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 2+ years of experience in account management, customer success, or a similar role with a focus on customer retention and issue resolution.
• Proven experience in conflict resolution and customer negotiations.
• Excellent communication and interpersonal skills, with an ability to build rapport and establish trust.
• Strong problem-solving abilities and a proactive approach to managing customer relationships.
• Experience working cross-functionally with teams like sales, support, and product to address customer concerns.
• Proficient in CRM tools

What we have to offer

• A clear career path with opportunities for growth and upward mobility
• Hybrid work environment (2-3 days in the office, the rest remotely)
• Comprehensive compensation package (base salary + commission)
• Stock options and employee perks
• Medical, Dental, Vision & Disability Insurance
• Generous PTO & Company holidays
• Diverse and international team
• An entrepreneurial environment that fosters growth and innovation

We offer a flexible hybrid work model, providing our employees with an office setting and the ability to work partially from home. We believe in work-life balance and provide access so we can make the best of our workdays.

Upfluence is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.