B2B Retentions Specialist

About the role

We are seeking a B2B Retentions Specialist to deliver exceptional service to new and existing clients of a global software provider. You will identify at‑risk accounts, proactively reach out to offer support and training, and resolve any service issues to boost engagement and retention.

Key responsibilities

• Take ownership of all service issues, diagnose root causes and provide suitable resolutions.
• Record detailed case information in Salesforce or the relevant CRM for reporting and MI.
• Manage technical and compliance‑related complaints, following procedures and notifying internal contacts.
• Identify and proactively contact at‑risk clients to promote product benefits and encourage usage.
• Provide feedback to sales and service teams to improve processes and best practices.
• Help improve client sentiment and online reputation by reaching out to dissatisfied users.

Required profile

• Proven customer service experience, preferably in a B2B environment.
• Soft sales abilities, including objection handling and making recommendations based on client needs.
• Excellent listening and communication skills across varying technical abilities.
• Ability to thrive in a fast‑paced, changing environment.
• Self‑motivated with responsibility for own product knowledge.

Required skills

• Salesforce (or comparable CRM) proficiency.

What we offer

• Enhanced holiday entitlement – 25 days, increasing with service.
• Private healthcare after 5 years.
• New business referral scheme and paid birthday leave.
• Pension contribution up to 7%.
• Group life insurance, eye‑care contribution, free fruit, travel season‑ticket loan.