Customer Retention Specialist

Are you a proclaimed self-starter who takes initiative, works well independently and can prioritize to get things done?

As the Retention Lead you will focus on improving our renewal rates and reducing churn, as well as grow customer wallet share through upsell and lead generation.

Responsibilities

• Lead the renewal processes across all customer touchpoints and communication channels (phone, email, text)
• Assist in managing customer lists, communication schedules, campaigns, and the results of all activities
• Deliver fantastic customer service and support across multiple products and services
• Leverage the renewal activity to promote and capture upsell opportunities (new products, upgrades, add-ons)
• Generate qualified leads for Sales teams
• Develop and manage a strong pipeline
• Set ambitious goals and deliver on producing results
• Work with key stakeholders to improve processes and outcomes

Qualifications

• Must be able to begin projects on your own, and be self-accountable for completing responsibilities
• Associates degree or equivalent training
• Energetic, optimistic, and persistent individual with track record of succeeding in a goal-driven environment
• Previous outbound or cold-calling experience
• Exceptional prioritization skills
• Demonstrated history of delivering fantastic customer service and renewal success
• Experience working with Salesforce.com, CallFire, inContact (or similar services)
• Computer proficiency and ease in learning new software programs
• Excellent phone/email presentation and communication skills
• Responds well to feedback and coaching

What we offer:

• Fun and diverse team environment
• Hybrid in-office/WFH schedule
• Comprehensive benefits package including medical, dental and vision insurance
• Health Savings Account
• Generous PTO and Holiday Pay
• 401(k) retirement plan and company match 

Who we are:

AAPC (www.aapc.com) is the nation’s largest and fastest-growing training, certification, and solutions association in healthcare, supporting more than 200,000 members. 

AAPC Values:

DRIVEN | Self-starts and stays highly motivated to achieve ambitious goals. Shares contagious energy and enthusiasm liberally. Takes initiative without always being directed. Demonstrates confidence in decision-making and effectively balances autonomy and authority with accountability.

HUMBLE | Learns, adapts, and improves relentlessly. Seeks feedback without insecurity and implements coaching. Recognizes others' contributions gratefully. Approaches work and relationships with an abundance mentality. Places the needs of others above self.

TRANSPARENT| Integrity-centered, honest, truthful, and trustworthy in all aspects of work. Keeps commitments to external and internal parties. Holds self strictly accountable, valuing the trust placed in them by others.

SUPPORTIVE | Empowers and uplifts others. Listens actively and responds with empathy and understanding. Prioritizes well-being and growth of team members and customers ahead of own interest. Faces challenges together, believing in collective strength and unity.

INNOVATIVE | Entrepreneurial spirit with a scrappy mentality. Dreams big, sees opportunity, pursues full potential, and finds ways to accomplish the impossible. Rolls up sleeves and does real work. Works quickly, intelligently, and flexibly.

AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin, or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.