Diamond Sports Customer Retention Specialist

Rapsodo is a cutting-edge sports technology company specializing in developing innovative solutions for athletes, coaches, and sports enthusiasts. Our advanced data analytics and real-time insights help athletes improve their performance, making us a leader in the sports technology industry. As we continue to grow, we are seeking a motivated and dynamic Customer Retention Specialist to join our passionate sales team.

Roles & Responsibilities:

We are looking for a proactive and detail-oriented Customer Retention Specialist to join our sales team at Rapsodo. The Customer Retention Specialist is a performance-based sales position where you will be responsible for managing the renewal process for our valuable customers, ensuring seamless and positive experiences throughout the renewal journey. Your primary focus will be on driving customer retention, fostering loyalty, and maximizing customer satisfaction with our innovative sports technology solutions. If you are customer-focused, data-driven, and have a passion for providing exceptional service, this role is an excellent opportunity to contribute to the growth and success of Rapsodo.

Responsibilities:

• This is a performance-based sales position that will partner with marketing to develop and execute comprehensive account renewal strategies for Rapsodo's sports technology solutions, aiming to maximize customer retention and achieve sales renewal rate targets.
• Analyze account renewal data, identifying trends, patterns, and opportunities for improvement to enhance the renewal process.
• Proactively engage with customers to initiate the renewal process, providing timely and accurate information about their subscription status and renewal options.
• Collaborate with the sales and customer success teams to create personalized renewal communications and offers based on customer usage and engagement.
• Address customer inquiries and concerns related to the renewal process, ensuring exceptional customer service and timely issue resolution.
• Implement targeted marketing campaigns to promote account renewal, showcasing the value of Rapsodo's sports technology solutions.
• Monitor customer engagement and usage metrics to identify potential at-risk customers and proactively develop retention strategies.
• Work closely with the finance department to manage customer billing and payment processing for renewals.
• Coordinate with other departments to leverage cross-selling and upselling opportunities during the renewal process.
• Track and report on account renewal performance, presenting data and insights to management on a regular basis.
• Stay updated on industry best practices and trends in customer retention and sports technology to continuously improve our renewal strategies.

Requirements

• Bachelor's degree in business, marketing, communications, or a related field.
• Proven experience in sales, customer retention, account management, or customer relationship management in the sports technology or software industry is advantageous.
• Strong analytical and data-driven mindset with proficiency in data analysis tools and Excel.
• Excellent communication skills, both written and verbal, with the ability to engage and persuade customers effectively.
• Customer-focused mindset with a passion for delivering exceptional service to customers.
• Proactive and self-motivated with the ability to work independently and in a team environment.
• Detail-oriented with strong organizational and time management skills.
• Ability to handle multiple projects and priorities simultaneously.
• Proficiency in customer relationship management (CRM) systems or customer database management is a plus.
• Understanding of account renewal best practices and strategies in the sports technology industry is advantageous.
• Ability to adapt to a dynamic work environment and embrace continuous improvement.