Account Retention Specialist

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI’s solutions integrate into every aspect of a customers’ business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It���s how business gets done. To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered. ECI is seeking an Account Retention Specialist to continue to provide the best in customer support to small and medium sized businessesSummary Of PositionThis position is primarily responsible for contacting and persuading customers to maintain and renew their annual maintenance contracts for ECI products. Position the value of services, product upgrades, consulting engagements and training to account base. Position will also create additional sales opportunities for the customer���s respective account managers.This position is preferred to be located in our Jefferson City, MO or Provo, UT office (hybrid) but will consider remote for the right person. Essential Duties And Responsibilities Handle all coordination with customers in regards to cancellation and/or product reduction requests, while observing contract terms and company policy. Develop retention strategies based on customer feedback. Negotiate with customers to renew contracts and retain business. Provide account overviews as far as product usage, quantities, rates & contract terms Collaborate with other e-automate employees, ECI Accounting and Marketing teams to maintain the highest level of client retention. Capture, track and then provide customer feedback to senior management on trends for cancellation and product issues. Document and track progression and results of cancellation and/or product reduction requests, adhering to company processes. Document and track progression and results of saving and retaining customer accounts, adhering to company processes. Work closely with the Account Managers to jointly achieve total customer satisfaction and up-sell/cross-sell current customers on new products or services. Build and maintain customer relationships by coordinating sales and operational efforts to resolve customer service and technical support issues, while updating the customer on progress towards a resolution. Continues to educate customers on new products, releases, features, etc. to ensure customers stay on the most current version of the software. Handled other projects, as assigned. Knowledge, Skills, Ability, Education & Experience High school diploma or equivalent Ability to utilize SalesForce for tracking and reporting results Proficient in MS Excel Customer Retention and/or Customer Service background is a huge plus Ability to display strong conflict resolution skills; empathy and patience Basic understanding of legal documents and terms Solid planning and organizational skills required Ability to multi-task Results-oriented and coachable Strong verbal and written communication skills required In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our ���CODE���: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.Apply Now