Your Rohde & Schwarz recruiting team is looking forward to receiving your application.
We are seeking a Retention Specialist who will serve as the dedicated expert on our existing customers' service experience with RSNA. This pivotal role is part of our growing Service Sales Team. This role will be focused on the monitoring, communications and renewal of existing Service Agreements. This role will focus on developing deep knowledge of our customer's service interaction, priorities, challenges, and opportunities. As a trusted advisor and service point of contact for assigned accounts, you'll be a major part of the entire customer relationship lifecycle, ensuring their success and driving long-term service partnerships. Your insights and inputs will enhance the broader account management team leading to expanded customer retention and growth. Experienced, qualified candidates can be based anywhere in the US close to a major airport.
Your tasks
- Become the foremost expert on assigned customers' service businesses, understanding their industry positioning, strategic objectives, and operational needs
- Maintain comprehensive information in CRM by sharing detailed knowledge of stakeholders, purchasing patterns, implementation status, and potential growth opportunities
- Deliver insightful Quarterly Business Reviews (QBRs) that demonstrate value realization and align future initiatives with customer priorities
- Generate and analyze regular performance reports to track customer health, identify trends, and recommend proactive interventions
- Create and execute tailored onboarding plans for new customers ensuring alignment for a long-term relationship
- Establish clear success metrics and expectations during the onboarding process and utilize these metrics in QBR’s.
- Provide training and educational resources to help maximize service utilization
- Engage and provide a warm hand-off to other Account team members when the customer’s needs are beyond service retention
- Orchestrate cross-functional collaboration to ensure seamless customer experiences from onboarding through renewal
- Lead renewal processes with a focus on demonstrating achieved ROI and expanding relationships
- Identify upsell and cross-sell opportunities based on deep understanding of customer needs
- Ensure alignment between customer expectations and internal delivery teams
- Advocate for customer needs while balancing business objectives
