Customer Retention Specialist

Swell is an experience management SaaS platform that transforms how multi-location healthcare organizations collect and manage feedback. We help our clients build strong relationships with their patients and employees by providing tools and strategies to enhance patient experience and drive employee retention. Our platform combines patient feedback, reviews, private feedback, and personalized communication to drive patient and employee retention and satisfaction.

We are seeking a dedicated and results-oriented Customer Retention Specialist to join our team. In this role, you will be responsible for developing and implementing strategies to retain and upsell our existing customer base. Your main objective will be to ensure our customers are satisfied and continue to derive value from our platform.

Responsibilities:

• Respond to inbound requests from customers looking to cancel their Swell services.
• Proactively engage with customers to understand their needs and provide personalized solutions and recommendations
• Review customer usage and identify opportunities to increase product adoption and usage
• Work closely with the finance and product teams to address customer concerns and resolve any issues or challenges
• Track and analyze customer retention metrics and effectively communicate insights to management
• Collaborate with cross-functional teams to continuously improve and enhance the customer experience

Requirements

• Prior experience in a customer retention or account management role preferred
• Strong communication and interpersonal skills
• Proven ability to build and maintain relationships with customers
• Excellent problem-solving and analytical skills
• Ability to effectively prioritize tasks
• Knowledge of customer success principles and best practices
• Self-motivated and detail-oriented
• Ability to work independently and as part of a team

Benefits

• Competitive Base Salary with performance-based incentives
• 100% Employer-paid Medical, Dental, and Vision insurance
• Supplemental Disability and Life insurance available
• Gym Access
• Company meals
• Cell Phone stipend
• Flexible hybrid work-from-home policy
• Quarterly wellness days
• 401k available

Swell is an Equal Opportunity Employer. We are fully committed to diversity and maintaining a healthy work environment that is free from harassment and discrimination. All employment decisions at Swell are based on business needs, job requirements, and individual qualifications without regard to race, sex, color, religion or belief, family or parental status, or any other status protected under federal, state, or local law.