Customer Retention Specialist
: Job Details :

NUSO, LLC delivers complex cloud communication solutions in real-time through authorized channel partners serving the small to medium business (SMB) and enterprise markets. Our transparent approach presents our channel partners as an ally instead of a competitor. Natively developed real-world business communication tools seamlessly connect you to your customers, vendors, and team members across all platforms including desktop, desk phone, and mobile devices.

NUSO customers served by our partners include start-ups, hospitals, municipalities, universities and schools, and enterprises with mission critical communication and specific telecom requirements. We believe 'the Cloud' is not one size fits all. NUSO offers each customer Private, Public, or Hybrid Cloud solutions to meet their needs in function, security, and application. NUSO partners include technology resellers, service providers, and solution providers throughout the US and Canada. Our systems enable the selling of services with or without co-branding in private label, white label, or wholesale formats.

Our dedicated development and engineering teams build unique tools that enable our partners to deploy, manage, and monitor their customer's services in real time. Our unique platform reduces required site visits or truck rolls, speeds-up trouble resolution, and identifies wide-area network issues before they become a problem.

We are growing and looking for new employees like you!

SUMMARY

As a Customer Retention Specialist, you will be responsible for focusing on enhancing customer retention. You will design and execute targeted outreach campaigns, create unique renewal offers, and collaborate with partners to keep customers engaged and satisfied. Your efforts will directly impact customer loyalty and the long-term success of our organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Retention Campaign Design & Execution:

• Collaborate with Sales, Marketing and Product teams to develop and implement customer outreach campaigns tailored to specific segments and customer needs.
• Create personalized communication strategies to address at-risk customers and drive retention.
• Work directly with partners and customers to facilitate renewal and upsell opportunities.

Renewal Offer Creation:

• Design compelling and unique renewal offers to retain customers nearing (or beyond) the end of their contracts.
• Collaborate with Sales and Product teams to ensure offers align with business goals and customer expectations.

Partner Engagement:

• Work closely with channel partners to ensure they are aligned with retention goals.
• Provide partners with tools, data and resources to support customer retention initiatives.

Customer Insights & Analysis:

• Analyze customer behavior and feedback to identify churn risks and opportunities for improvement.
• Use data to measure the effectiveness of retention campaigns and offers, refining strategies as needed.

Collaboration & Feedback Loop:

• Collaborate with Customer Success, Marketing, and Sales teams to address customer concerns and deliver a seamless experience.
• Provide actionable feedback to internal stakeholders to improve products, services, and processes based on customer insights.

Tracking & Reporting:

• Monitor key metrics such as churn rate, renewal rate, and campaign effectiveness.
• Regularly report on retention performance and share insights to inform future strategies.

Other duties as assigned.

QUALIFICATIONS/EXPERIENCE

To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience:

• 3+ years of experience in customer retention, customer success, or a related role.
• Experience in executing customer outreach campaigns and renewal strategies.

Skills:

• Strong communication and relationship-building skills.
• Creativity in designing customer-focused offers and campaigns.
• Analytical mindset with the ability to use data to drive decisions.
• Proficiency with CRM tools (preferably Salesforce) and email marketing platforms.
• Customer-centric mindset with a passion for driving engagement and loyalty.
• Strong organizational and project management skills.
• Proactive and results-oriented with a focus on achieving retention goals.
• Ability to thrive in a collaborative and fast-paced environment.
• Familiarity with customer lifecycle management and retention strategies.
• Experience in SaaS, telecommunications, or subscription-based industries is a plus.

Education:

• Bachelor's degree in Marketing, Business, or a related field (or equivalent experience).

NUSO is an Equal Opportunity Employer committed to a diverse workforce. Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity, or any other characteristic protected by law.