Customer Retention Specialist

• Handle incoming cancellation requests professionally and effectively, conducting empathetic discovery conversations to understand customer concerns, pain points, and retention opportunities
• Apply established retention pathways and approved retention solutions, leveraging consultative questioning techniques to identify which solutions address specific customer objections
• Collaborate cross-functionally with Service, Billing, and Operations teams to quickly resolve barriers to retention and prevent future churn
• Drive conversations to closure, finalizing modified agreements and coordinating next steps to ensure smooth implementation and customer handoff
• Maintain meticulous CRM documentation of all customer interactions, outcomes, negotiated terms, and reasoning to enable team learning and accountability
• Consistently meet or exceed monthly retention KPIs including churn rate, renewal conversion rate, NPS targets, and SLA achievement

Retention Specialist

• Act as an expert clinical resource for complex diabetes management scenarios requiring advanced judgment and intervention.
• Deliver advanced, personalized clinical education and training via phone and virtual platforms.
• Manage clinical retention quotas assigned for a defined geographic region.
• Execute established retention strategies while tailoring engagement approaches to individual patient and regional needs.
• Assess and address multidimensional barriers to therapy continuation (clinical, behavioral, psychosocial, logistical, or access-related).

Customer Retention Specialist jobs in Pennsylvania

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Retention Specialist

Senior Clinical Retention Specialist – North (MA, NY, PA, NJ, ME, CT, RI, NH, VT)